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The Human-Side of Leadership

The Human-Side of Leadership | New Customer - Passenger Experience | Scoop.it
  I prepared for a career in business by taking ma…
Eric_Determined / Eric Silverstein's insight:
Bob Chapman $Billion Dollar company is a testament of the investment they made in human capital. Overall employee experience will have a direct result on your customer experience, in turn your company's overall success. Bob shares his insights on what he learned along the journey, and his continuous commitment. "Leadership is the art of getting someone else to do something you want done because he wants to do it."-Dwight D. Eisenhower
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Eric_Determined / Eric Silverstein's comment, October 4, 2013 6:39 PM
Dear Sally and John, please feel free to share with others.
Ivon Prefontaine's comment, October 5, 2013 4:08 PM
I agree Eric. It is time to do something in education. I am working on it through a doctoral process and dissertation which I hope leads to making a difference somehow. The challenge is it takes a group, even a small group, to make a difference per Margaret Mead.
Eric_Determined / Eric Silverstein's comment, October 7, 2013 12:10 AM
Hi Ivon, we'll look forward to learn more about your dissertation. It starts with one person, then you are correct, you build the community from there. Best wishes!
New Customer - Passenger Experience
Everyone are now focused on the customer experience to drive more brand loyalty, in return increase revenues, while streamlining cost structures. All topics are discussed and considered, #Management / #Leadership, #Customer #Journey, #Social #Media, #Content #Marketing, #Mobile, #Data and many more as they all impact a customer / passenger #experience. Get ready to navigate the next business and social trends that will impact everyone's bottom line. If you want to engage further, reach out via all my social networks, starting with Twitter: @Eric_Determined
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#Customer Experience success starts with the right Company #Culture - Agree?

#Customer Experience success starts with the right Company #Culture - Agree? | New Customer - Passenger Experience | Scoop.it
VideoCustomer Experience is a buzzword and for good reason. CX leaders outpace industry laggards by a significant margin. Senior leaders understand retention and loyalty are key success factors in the success of their organization. Yet, most organizations make three big mistakes in customer experience. In my opinion, they are: 1. Focusing solely on the customer. Employees [...]
Eric_Determined / Eric Silverstein's insight:

To deliver on #Customer #Experience, you first need to have the right Company #Culture.


Stan Phelps shares his 3D rule to establishing an organization constitution.


Do you agree? 

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Don’t Down-size the Store. Right-size the Experience!

Don’t Down-size the Store. Right-size the Experience! | New Customer - Passenger Experience | Scoop.it
Don’t Down-size the Store. Right-size the Experience
Eric_Determined / Eric Silverstein's insight:

Doug Stephens shares key insight from a published article earlier in the year.


All deliverables are still very relevant today!


You can see some of them being applied with Macy's latest move:


http://fortune.com/2014/09/24/macys-tech/


What would you like to see changed or improved in your in-store experience?


Smart-fitting rooms equipped with iPads is a great way to relieve stress points for customers, and stores to enhance #customer #experience.

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Michael Allenberg's curator insight, September 29, 9:03 AM

Great piece merging #ServiceDesign with #ExperienceDesign. #DesignHolistically

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What can #Predictive #Data #Analytics do for you?

What can #Predictive #Data #Analytics do for you? | New Customer - Passenger Experience | Scoop.it
Have you ever dreamed about learning what products your customers would be the most likely to buy in advance? How great would it be if you could maximize your profits by determining the highest price a customer will pay for a product? What if you could...
Eric_Determined / Eric Silverstein's insight:

Would you agree that Predictive Analytics is a continuously evolving target?


Nonetheless, technology and data capture has enabled us to better understand our customers, and engage with them in a more efficient manner.


It's great to see these latest examples across top brands, and the results in:


- Customer Engagement

- Revenue Increases

- Targeted Promotions

- Pricing

- Inventory Management

- Minimizing Fraud

- Better Customer Service

- Lower Costs

- Analyze Data in Real Time


Share your thoughts.



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Roberto Nocera's curator insight, September 24, 3:44 AM

the new frontier of customer satisfaction #cxm

Mike Ellsworth's curator insight, September 25, 5:03 PM

Predictive analytics and Big Data are big trends. This is a good article that explains why.

 

Via @Eric_Determined

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What is ZMOT vs UMOT in the Customer Experience Journey?

What is ZMOT vs UMOT in the Customer Experience Journey? | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Are you delivering the right experience to your customers across each moment of truth?


The ultimate moment of truth is when your customer share their positive experience with their friends and peers.



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Does #Mobile Payments play a critical role to Mobile #Customer #Journeys?

Does #Mobile Payments play a critical role to Mobile #Customer #Journeys? | New Customer - Passenger Experience | Scoop.it
On Tuesday, Apple held a special event out in Cupertino where they made major announcements and unveiled the latest additions to their product line for the 2014 holiday season. As Jason Bateman put it: Is there a better day in … Continued
Eric_Determined / Eric Silverstein's insight:

Do you agree with  Apple CEO Tim Cook statement?  


"Most people that have worked on [mobile payments] have started by focusing on creating a business model that was centered around their self-interest instead of focusing on the user experience."


@Googlewallet focused on the customer too, but did not win over merchants, which impacts the overall user experience.


Will you be using #ApplePay?

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Michael Allenberg's curator insight, September 18, 8:48 AM

The future of #integratedExperiences.

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Relationship Economy - Do you have the 5 V's to succeed?

Relationship Economy - Do you have the 5 V's to succeed? | New Customer - Passenger Experience | Scoop.it
Welcome to Part 5 of my blog series on Going From Good to GREAT.  If you haven’t read Part 1:Creating Core Values in the Relationship Economy, Part 2: Engage an Effective Vision, Part 3: Validate Y...
Eric_Determined / Eric Silverstein's insight:

Tamara shares her RelationShift® 5 V's:


1) Values

2) Vision

3) Validation

4) Village

5) Voice of Customer


To succeed you need to have a two-way relationship with your customers.


How well did @SouthwestAir do with this latest incident... Would you be satisfied with a $50 voucher??

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#Customer #Experience: Art or Science?

#Customer #Experience: Art or Science? | New Customer - Passenger Experience | Scoop.it
Do you think there’s a little art and a little science involved when it comes to delivering a great customer experience? I do. I read recently that “art is reason applied without limits, geared towards an ideal and guided by the practical,” while “science is reason applied within a framework, geared towards the practical and …
Eric_Determined / Eric Silverstein's insight:

Annette shares detail insight into the skill set required to deliver a consistent and rewarding #customer #experience.


I can attest to it after successfully running the U.S. operation of a global group for 11 years,  It is about hard and soft skills.


Does your company enable and recognize both?

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In #Customer #Experience - OK is the new Poor!

In #Customer #Experience - OK is the new Poor! | New Customer - Passenger Experience | Scoop.it
What can organizations do to turn ordinary customer experiences into extraordinary experiences?
Eric_Determined / Eric Silverstein's insight:

" #Customer #loyalty is based on what people do (e.g. repeat purchase behavior), and brand loyalty is based on how people feel. And, emotional connections lead to economic outcomes."


"OK" in customer satisfaction is the new Poor! Do you agree?

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What is more important #innovation or execution?

What is more important #innovation or execution? | New Customer - Passenger Experience | Scoop.it
How do I survive in already crowded market (without any new innovative product offering) as entrepreneur?
Eric_Determined / Eric Silverstein's insight:

Great insight from Jason Lemkin & Ryan Chew.


Check those facts:


" #Innovation is a fine thing, but here's some examples of products that entered a crowded market with what amounted to basically the same product as their precursors:


1. @Google was not the first search engine.
2. @Facebook was not the first social network.
3. @Linkedin was not the first job board.
4. Gmail was not the first email client.
5. @Quora was not the first Q&A site.
6. iPod was not the first portable music player.
7. iPad was not the first tablet.


The list goes on. If you boil it down to the basics though, you'll see that what these products had in common was that they zoomed in on the essence of their product, and executed relentlessly.


1. Google focused on simplicity, speed and relevance.
2. Facebook focused on transplanting entire college networks into Facebook, thus ensuring that their early users will always find someone they know.
3. Linkedin focused on building dynamic resumes and user acquisition.
4. Gmail focused on speed, security, and a large storage space.
5. Quora focused on simplicity and a social graph.
6. iPod focused on simplicity and attractiveness.
7. iPad focused on user friendliness, simplicity, and building a dynamic app store.


*Note that the prevailing trend here is simplicity."


Simplicity = Positive #Customer #Experience, agree?

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Are You Walking In The Right #Customer Shoes?

Are You Walking In The Right #Customer Shoes? | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:
"If you don’t walk in your customer’s shoes, your customer will walk to your competitor! "Effective customer journey mapping in the age of human-centricity = customer beliefs + customer karma + customer ecosystems
What are your thoughts on the Ecodynamics Mapping?
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5 #Customer #Experience Tips

5 #Customer #Experience Tips | New Customer - Passenger Experience | Scoop.it
Small businesses may think they have a disadvantage when it comes to competing against the big guns but one place they can shine is in delivering exceptional customer service.
Eric_Determined / Eric Silverstein's insight:

As Peter pointed out, you may not have control of your competitors’ product advancements, but you have complete control of your customers’ experience and ultimately, their loyalty. Take the time to provide an unforgettably good #customer #experience and it will pay off.


Do you agree, It's about understanding your customers, offering a frictionless experience (Value, Convenience, Choice, Connection, Community), and continuously evolving and nurturing that relationship?



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Do you know how to create a cohesive #customer #Journey across devices?

Do you know how to create a cohesive #customer #Journey across devices? | New Customer - Passenger Experience | Scoop.it
Three’s a crowd, and I’m not referring to failed 80s sitcoms. I’m talking about customer relationships.
Eric_Determined / Eric Silverstein's insight:

Companies need to establish a 1 to 1 relationship with their customers across all devices.


When it comes to how you collect #data, be open with your customers, this will earn you their trust.


Can you share a recent online experience where you received a poor or irrelevant marketing message?


I can give you a full list :)

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What Role Does Intuition Play in #Customer #Experience?

What Role Does Intuition Play in #Customer #Experience? | New Customer - Passenger Experience | Scoop.it
Last year, I wrote a post called The 15 Senses of a Great Customer Experience. The last of the 15 senses that I wrote about was the sixth sense. In this post, I explore the role of the sixth sense in customer experience.
Eric_Determined / Eric Silverstein's insight:

#Data and #Technology are giving us a lot of information and more efficient tools to address customer needs, but the human element is where you can deliver extraordinary experiences.


Employees are part of your brand promise, they need to be empowered to act on their intuition to deliver remarkable experiences.


Now going back to the photo used here, whether it's an employee or a customer, what would you do on Monday to bring a smile to him/her?

 

Thank you Annette Franz for sharing your sixth sense!

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5 Creative #Marketing Campaigns

5 Creative #Marketing Campaigns | New Customer - Passenger Experience | Scoop.it
Omaginarium's Monday Marketing Master review, featuring the top 5 most creative marketing campaigns in recent years
Eric_Determined / Eric Silverstein's insight:

As we are about to start a new week, here are 5 creative #marketing campaigns share by Suzen.


These are great examples addressing:


- Customer pain points

- Leveraging #social #media channels

- Content marketing

- Product 

- Community & Goodwill 


All focused on engaging customers and delivering outstanding #customer #experiences


Which one is your favorite?

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What's the Difference: #Customer #Journey Map vs Customer Lifecycle Map?

What's the Difference: #Customer #Journey Map vs Customer Lifecycle Map? | New Customer - Passenger Experience | Scoop.it
Are you really mapping the customer journey, or are you just looking at the customer lifecycle? Which one should you be using to improve the customer experience?
Eric_Determined / Eric Silverstein's insight:

You can see from the slide the different elements you need to deliver. But the #customer #Journey map is the basis for understanding how, when and where your customers interact with your brand, then you need to make sure you deliver a consistent experience across all touch points and channels. 


Annette provides clarity in the differentiation between lifecycle and journey.


Share your thoughts.

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Roberto Nocera's curator insight, September 25, 3:27 AM

it's a great article that explain the difference between the customer journey and the customer experience lifecycle.  #cxm

Tonya McKinney's curator insight, September 26, 7:33 AM

I prefer customer engagement maps....it's not about steps, it's about the quality of interaction.

 

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#Customer #Experiences are not just an aspect of your business, they are your business!

#INBOUND13 http://inbound.com INBOUND 2013 kicks off with a remarkable vision video re-imagining the way companies and people interact.
Eric_Determined / Eric Silverstein's insight:

While this was the #Inbound13 opening video, and they just ended their #Inbound14 event, this video is still a great way to get everyone engaged and share their thoughts on their latest #customer #experiences.



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5 Tips to Digital Marketing

5 Tips to Digital Marketing | New Customer - Passenger Experience | Scoop.it
Marketing Strategy - With every passing day, getting noticed by your audience is becoming more and more difficult. Being in the right place, at the right time, in front of the right people ...
Eric_Determined / Eric Silverstein's insight:

In adopting practices, make sure you always think of your customer experience within each step


1. Target the right audience (Uber)

2. Pay attention to the important numbers (Pink Cake Box)

3. Project clear goals and corresponding messages (Kiva)

4. Be accessible on the go (BuzzFeed)

5. Connect and collaborate (Ana White)


What would you add to your Digital Marketing approach?





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Kaitlyn Fahey's curator insight, September 18, 6:42 PM

Love tip #5 - connect and collaborate. Not only does it save you time, but it gives you a greater variety in content. Add a team members to collaborate with,  connect with your followers, and watch your social presence flourish.

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Never take #Loyalty for granted - Lesson from Apple & @U2

Never take #Loyalty for granted - Lesson from Apple & @U2 | New Customer - Passenger Experience | Scoop.it
Another 6 months – another set of Apple tech announcements and pending products. Bigger phones, better software and a Watch (which I will probably speak about soon enough around what this could mea…
Eric_Determined / Eric Silverstein's insight:

As you build relationships with your customers, make sure you understand what they like about your brand, then deliver a personal experience.


I'm a fan, but not everyone are U2 fans, or wanted their album to be front and center within their iTunes library.


Important Lesson in #loyalty:


1) Customers like to have a choice

2) Customers like to have things that are relevant to them


If you are an iPhone owner, were you happy to receive the latest U2 album?


How about if you are part of the majority of mobile users that don't own an iPhone, what are your thoughts on the U2 promotion?

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How to reach ultimate #Customer #Experience?

In this presentation, Scott Liewehr, founder of Digital Clarity Group, explores going beyond digital marketing to build ultimate customer experiences. Topics c…
Eric_Determined / Eric Silverstein's insight:

Great slideshare from Scott Liewehr.


Two key slides I particularly liked:


#Customer Perceived Experience minus Customer Expected Experience = Customer Satisfaction


#Brands that don't view the consumer empowerment phenomenon as an opportunity will die!


Do you agree with both?

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#Customers Want Simplification in Brand Interactions

#Customers Want Simplification in Brand Interactions | New Customer - Passenger Experience | Scoop.it
Customers might be empowered and in control, but when it comes right down to it, they are looking for one thing when they interact with brands: Simplicity.

Customers are looking for simplification in how they interact with brands and enterprises, according to new research from SAP SE.

Due to an “icon overload” on devices, nearly three-quarters (74%) of respondents said that they should uninstall a number of apps on their phones due to lack of use, and 68% said that they have more apps on their smartphones than they need.
Eric_Determined / Eric Silverstein's insight:

A key fact: Consumers want to engage with brands and enterprises on their own terms 


With all the digital noise, make sure you understand how each of your customers are looking for engagement, and provide consistent experiences and solutions across all touch points.


@SAP study shows SMS, what are your thoughts?



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How to engage #Millennials?

How to engage #Millennials? | New Customer - Passenger Experience | Scoop.it
Chances are you’re over-thinking your millennial engagement strategy. What's really changed I have this vivid memory of being the youngest and lowest
Eric_Determined / Eric Silverstein's insight:

I agree with you Karin: "the wrapping is different, but the humanity feels awfully familiar"


Who doesn’t yearn to be challenged, included and heard?


Companies need to focus on #Customer #Experience. I would add that companies need to pay as much attention to their employee experience to truly deliver an outstanding customer experience. Do you Agree?

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What is #Customer Journey Thinking?

What is #Customer Journey Thinking? | New Customer - Passenger Experience | Scoop.it
Most companies don’t really understand their customers. “Big data” is not the answer. Even if organizations collect piles of data from every customer interaction, they still aren’t getting a full picture of what’s going on.  What’s the path to deep customer insight? Customer Journey Thinking. Organizations must stop looking at customers through their internal lens of interactions and focus their attention on customers’ overall journey. Topic: Customer Experience.
Eric_Determined / Eric Silverstein's insight:

"How can you better understand customers in this changing world?


By recognizing that they don’t want to interact with your organization.


That’s right, customers don’t wake up in the morning thinking, today I want to interact with your bank, retailer, health plan, etc. Customers have goals in their lives that sometimes lead them to interact with your firm. The interaction is not the central component, it’s just a part of a much broader journey.


If you don’t recognize what customers are really trying to do, then you’ll never fully understand them. If you don’t examine your interactions in the context of their overall journey, then you’ll never be able to fully meet their needs."


Are you walking in your customer shoes?

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Is there a Silver Bullet In #Customer #Experience?

Is there a Silver Bullet In #Customer #Experience? | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Terence shares valuable graphics, and reminds us all that it takes the entire organization to truly deliver across the #customer end-to-end journey.

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What it takes to deliver the right #CustExp?

What it takes to deliver the right #CustExp? | New Customer - Passenger Experience | Scoop.it
Here are the five essential customer-engaging ingredients which will help you create an engaging and enjoyable customer experience.
Eric_Determined / Eric Silverstein's insight:

Joe Ruiz shares 5 key deliverables #customers are seeking:


1) Utility (Value)

2) Convenience

3) Choice

4) Connection

5) Community


Great example shared with Panera Bread company.


Would you add any additional element?

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Excellent Customer Care is becoming THE Differentiator - Agree?

Excellent Customer Care is becoming THE Differentiator - Agree? | New Customer - Passenger Experience | Scoop.it

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Eric_Determined / Eric Silverstein's insight:

John is spot on, the 3 critical areas to customer care are:


1) Customer

2) Staff

3) Organization


"Customers are not like tissues, to be used and then discarded – any company that thinks like that, will soon find that the box is empty!"


Any other quotes you would like to share?


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