New Customer - Pa...
Follow
Find
24.9K views | +65 today
Scooped by Eric_Determined / Eric Silverstein
onto New Customer - Passenger Experience
Scoop.it!

Create Unforgettable Customer Experiences like Disney

Create Unforgettable Customer Experiences like Disney | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

5 Key insights from Disney:

 

- Show Clarity - Retailers often try to create a first-rate customer experience according to their pre-conceived notions instead of gathering customer feedback. But, the creation of the customer experience must begin by asking the right questions and identifying elements that hit home with consumers. These insights will allow you to use customer intelligence to design a customer experience strategy that reinforces your brand’s appealing qualities. 

 

- Amplify Strengths - After you have determined how the customer experience should feel to customers, then you must amplify the volume of your brand’s most desirable characteristics. By magnifying the traits that make your customers feel good about buying your products, you can better align the customer experience with customers’ needs. 

 

- Engage Employees - Employees play a key role in the execution of customer experiences. Like Disney, it’s important to empower your workforce to forge connections with customers around targeted dimensions of the customer experience, equipping them with insights about what draws consumers to your brand. 

 

- Outperform Expectations - Great brands go above and beyond for their customers.  In many cases, value-added products enhance the customer experience and play a role in differentiating the brand experience from the competition. 

 

- Create Connections - Disney knows how to build long-term, personal relationships with its customers. By understanding customers on a personal level, the brand has converted scores of satisfied customers into brand advocates.

more...
Debra Walker's curator insight, October 30, 2013 3:31 PM

As this article points out, if you are not regularly checking the pulse of your customer, you may be finding that the service experience you are delivering is falling short of expectations.  There are so many ways of connecting with your current (and potential) customers that to fail to even attempt at making the connection means that you will reap what you deserve.

New Customer - Passenger Experience
Everyone is looking at the new customer / passenger 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
Your new post is loading...
Your new post is loading...
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

#TDThanksYou - Brand Loyalty!

TD turns ATMs into Automated Thanking Machines to create some very special moments for customers across Canada. A thank you can change someone's day. #TDThan...
Eric_Determined / Eric Silverstein's insight:

As my previous post talks about #Loyalty, here is a viral @YouTube hit

 

If you are in Canada, where will you bank next?

 

Would you say #Advocate for life?

 

 

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

The Ever-Changing #Customer #Journey

The Ever-Changing #Customer #Journey | New Customer - Passenger Experience | Scoop.it
It wasn t that long ago that when companies talked about the customer journey...
Eric_Determined / Eric Silverstein's insight:

Companies / Brands need to continuously evolve, as the consumer expectations do too.

 

You need to offer the right experience through different touch points since the #customer journey is no longer linear as shown on the sample image.

 

Engage and understand what your customers are looking for, then make sure everyone within the organization are on board and work together in delivering the best #experience. 

 

Share your latest experience where a #brand is delivering across all touch points or is stronger in one area but lacking in another?

more...
Paulo Duarte's curator insight, July 30, 12:58 PM

Customr Journey

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

How to tailor #ContentMarketing to Customer LifeCycle & Buying Journey

How to tailor #ContentMarketing to Customer LifeCycle & Buying Journey | New Customer - Passenger Experience | Scoop.it
Marketers everywhere are scrambling to develop content and leverage the myriad of channels as a way to reach and connect with prospects and customers. Here’s
Eric_Determined / Eric Silverstein's insight:

"Customer lifecycle: capture potential and existing customers’ attention, preference, purchase, and loyalty.

 

Understand the #customer buying #journey and use the customer lifecycle as the basis for every marketing investment decision you make - designed to acquire, retain, upsell, cross-sell, and create customer advocates."

 

Does your company today capture the Customer Lifecycle and Buying Journey into all #content #marketing efforts?

more...
Rhonda Hailey's curator insight, July 29, 5:09 AM

Dare to take the HIGH Road...  Put courtship back into the marketing process, and build the relationship before asking for the money. Systems and Processes all apply, when it comes to attracting, engaging and retaining a loyal customer. 

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

What Great #Brands Do!

"Your brand can’t just be a promise; it must be a promise delivered." and other principles about brand-building from the bestselling book, What Great Brands Do…
Eric_Determined / Eric Silverstein's insight:

Denise shares key principles and quotes on successful brands.

 

Which one is your favorite?

 

Valuable lessons for your business.

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

#Customer Retention vs. Acquisition - and the Winner Is…

#Customer Retention vs. Acquisition - and the Winner Is… | New Customer - Passenger Experience | Scoop.it
Marketers need to decide which is more important to them - acquiring new leads and potential customers, or retaining and nurturing the current customer base.
Eric_Determined / Eric Silverstein's insight:

"Marketers obsess over acquisition. Even as the lines between #marketing and #customer #experience blur, our survey respondents prioritize customer acquisition efforts over nurturing and deepening relationships with their most valuable and loyal customers."


Anything wrong with this picture?

 

I can share from personal experience how successful we became when we focused a good portion of our resources on continuously meeting and exceeding our current client expectations. This led to continuous business growth as our clients expanded their services to enhance their customer experiences.

 

As Ohad points out, this is not to say you don't assign the right amount of resources to acquire new accounts, but here again your current customers are a great source of referral for new business!

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

#Customer Service or Lip Service?

#Customer Service or Lip Service? | New Customer - Passenger Experience | Scoop.it
In your company, is "customer focus" just a poster on the wall? Or is it a way of doing business?
Eric_Determined / Eric Silverstein's insight:

Which statement do you like best?

 

For me the below addresses both the customer and the business perfectly:

 

"Our Customers are people who bring their wants. It is our job to handle them profitably - to them and to ourselves."

 

Annette's experience not only was positive, now they earned her trust and loyalty. Let's try to get the name of this establishment, then Annette becomes an Advocate :)

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

#Mobile and #Voice of the #Customer: All About Actionability

#Mobile and #Voice of the #Customer: All About Actionability | New Customer - Passenger Experience | Scoop.it
As business managers or owners, we’re constantly faced with opportunities to widen the range of programs that we run — so how does the go/no go decision get made?Som
Eric_Determined / Eric Silverstein's insight:

"The saying goes ‘timing is everything’ and it doesn’t apply more anywhere than in #VoC programs. The #journey your #customers go through, both before and after they become customers, can be broken down into distinct steps. Each represents a potential breaking point where the potential of the relationship can be diminished or enhanced."


Certainly #Mobile provides greater opportunities to engage at a variety of touch points during your customer journey.

 

Share a recent Mobile experience where the brand took the right step to address your needs or provide the right incentive that led to a purchase?

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Which Comes First, Business or Brand?

Which Comes First, Business or Brand? | New Customer - Passenger Experience | Scoop.it
We’ve all heard the query, ‘Which came first, the chicken or the egg?’ I don’t know the answer (my guess is the chicken) but lately I’ve been contemplating a different query, “What should come first, your business or your brand?” Let me explain what I mean. By “business”, I’m referring to all the business operations required to …
Eric_Determined / Eric Silverstein's insight:

What is the key difference for your business vs your competitors?


Of course if you were the first one to come out with a new and unique product or service, your business would need to deliver, but it is your brand / customer experience that will deliver true loyalty and results for your business.


Share your latest experience?

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Creating a Strong #Customer #Experience: 6 Key Principles

http://spr.ly/CustExSS Reaching and engagement consumers in retail is more difficult than ever. Do you want to break through the clutter, create loyal customer…
Eric_Determined / Eric Silverstein's insight:

An engaging SlideShare that showcases key principles to drive results.

 

Important questions are raised for your business.

 

Have you started on your customer journey map?

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

People Don't Care About Your Brand

Three business basics to always remember! People don't care about your brand. They care about what you can do for them. Back to basics... Give people what they…
Eric_Determined / Eric Silverstein's insight:

A bold statement with 3 key basic deliverables, do you agree?

 

#CX

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

#Mobile #Games: 6 Steps to Raise Your #Brand Awareness

#Mobile #Games: 6 Steps to Raise Your #Brand Awareness | New Customer - Passenger Experience | Scoop.it
INFOGRAPHIC - 6 essential tips to run successfully instant win sweepstakes and mobile contest: collect leads and consumer data, promote your brand, increase visibility
Eric_Determined / Eric Silverstein's insight:

It's clear that #mobile enables brands to engage customers, and keep them engaged. 

 

In this article and #infographic, Unitag shares their recommendations, and key limitations for instant win games.

 

Make sure to have clear marketing objectives, and understand that this is a short term plan.

 

Do you recall your last instant win game? 

 

What would you like to see in instant win games?

 

 

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Lessons from ' @Kodak Moments '

Lessons from ' @Kodak Moments ' | New Customer - Passenger Experience | Scoop.it
Hang around with executives in industries as diverse as: automobiles, book publishing, telecom networks, wrist-watches, personal computers, digital cameras, postal services, cigarettes, credit cards, smartphones, steam-irons, oil & gas and even laundromats (among many others) and you'll undoubtedly hear reference to their determination to avoid what has come to be [...]
Eric_Determined / Eric Silverstein's insight:

Kodak was heavily invested in R&D, so what happened?

 

Great insight shared  by Bill Fischer in this Forbes article, and key lessons for all businesses.

 

Share your thoughts.

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

5 Traits of Successful #Customer #Experience Leaders

5 Traits of Successful #Customer #Experience Leaders | New Customer - Passenger Experience | Scoop.it
There are so many great people I’ve had the opportunity to work with. A great deal of them have been clients who were charged with leading customer experience improvement initiatives within large o…
Eric_Determined / Eric Silverstein's insight:

I can attest to Jeannie's traits following my last project, but as you work through the process, companies start to see positive responses - coming directly from customers!

 

Share your comments on the 5 traits?

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Psychology meet #Loyalty - enjoy your journey!

Psychology meet #Loyalty - enjoy your journey! | New Customer - Passenger Experience | Scoop.it
A number of weeks ago I had the opportunity to attend the World of Business Innovation summit in New York. The quality of speakers was outstanding, but there was one presenter who really stood out for me. Chip Conley, founder of Joie de Vivre hotels, shared a bit of his history and specifically how he …
Eric_Determined / Eric Silverstein's insight:

Everyone are focused on finding the next biggest innovation, but the fundamentals of human psychology is what drives your customer.

 

Once you deliver an outstanding experience, your customers are the first ones to share their experience with others.

 

But don't forget, this is a continuous journey, you need to keep delivering the "Wow" factor for your customers to remain an advocate for your brand.

 

Do you agree?

 

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Owning the #Customer Agenda

Owning the #Customer Agenda | New Customer - Passenger Experience | Scoop.it
Customer experience work cannot be held inside a single department in the organization. It cuts its way across the organization, getting in people’s stuff and stirring up the pot. This work will ch...
Eric_Determined / Eric Silverstein's insight:

"Leaders who own the customer agenda elevate high-priority customer issues to the critical level. They get their boards close to the customer and understand the investments required to keep customers close."


Like your customer, this is a journey. Company need to embrace this change, and you will be amazed by the positive return. Do you agree?  

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

What is #Customer #Journey #Mapping

Customer Journey Mapping is a tried and true technique to better understand your customers' experiences as the foundation for driving change and innovation. Th…
Eric_Determined / Eric Silverstein's insight:

SuiteCX shares their #customer #mapping #journey.

 

While they highlight their software, it's a valuable approach to define your customer journey.

 

Share your thoughts?

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Omnichannel Commerce - breaking down silos

Omnichannel Commerce  - breaking down silos | New Customer - Passenger Experience | Scoop.it
General Management - Meeting every need of every customer sounds customer-centric, but it ends up being just the opposite. Here's a look at what being customer-centric really means.
Eric_Determined / Eric Silverstein's insight:

Where businesses are coming from vs where the customer expect them to be:


"While businesses struggle with silos, consumers are defying them. Customers intrinsically reject the notion of a business-directed channel and demand visibility and interactivity at all touchpoints during their commerce experience. They expect to be identified when purchasing—regardless if they're online or using a smartphone. They demand real-time access to product inventory and data to help them in their purchase and delivery decision, regardless of how retails manage their supply chain. 

Unfortunately, while commerce moves at lightning speed, most commerce platforms do not. As e-commerce moves more into the marketing function, the benefits of a perfected omnichannel experience will provide…

Consumers with a consistent, seamless brand experience across all platformsBusinesses with a better understanding of customers needs and behaviorsA quick ramp-up to test new markets, benefiting both consumers and businesses

Businesses must be prepared to respond quickly to the consumer-driven marketplace. As distribution and purchasing channels continue to consolidate, the possibilities become limitless.

To develop long-term relationships with customers, marketers must provide added value to the individual and remove the silos within the business and between the business and the consumer."

 

There are numerous opportunities for companies to assist those businesses in need, but don't take too long as your #customers loyalty will only last until their next negative experience.

 

Do you agree?



Read more: http://www.marketingprofs.com/opinions/2014/25642/using-the-cloud-to-erode-the-walls-of-customer-channels#ixzz38Ve3tQKd

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Does #Gamification Drive Results for Your Brand?

Does #Gamification Drive Results for Your Brand? | New Customer - Passenger Experience | Scoop.it
Gamification is being redefined in the marketplace. Back in 2011, I attended an Epsilon loyalty event in which Amy Jo Kim, game designer and co-founder of Shufflebrain, was the keynote speaker. Kim defined gamifcation as “a loyalty program on steroids, functional software that looks and plays like a game and a real world activity with feedback and challenges.”
Eric_Determined / Eric Silverstein's insight:

Important fact: 84% said they would actually spend more with retailers that offer points for activities other than spending.


What is your latest experience with gamification?

 

Do you agree with the results?

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

The Rise of #Customer Expectations

The Rise of #Customer Expectations | New Customer - Passenger Experience | Scoop.it
During this series we looked at 6 key industry factors that are changing the way we do business today, and we have tried to guide you on how best to Reshape your service organisation to Exploit the
Eric_Determined / Eric Silverstein's insight:

"As the world becomes more #collaborative and technology-enabled and #customer expectations evolve, the trend towards #digital and anytime, anywhere service can only accelerate.


In response, organizations must put themselves in the shoes of their customers when designing and delivering interactions, so as to minimise customer effort and maximise customer value.

 

Responding to digital disruption and providing great digital experiences is not easy...Organization needs to evolve, becoming flexible and responsive, which often requires significant change, energy and investment."

 

Coreen summarizes the current challenges/opportunities well, would you add any additional trends for consideration?

 

 

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Your Single Best Piece of Business Advice!

Your Single Best Piece of Business Advice! | New Customer - Passenger Experience | Scoop.it
Most people remember that single piece of advice that changed their lives. Here, Inc. columnists share the best business advice they ever got.
Eric_Determined / Eric Silverstein's insight:

In the age of the #customer, access to #data, new #technology, there are still fundamental business advice that become the foundation, an important lesson or the goal.

 

Inc. shares 3 important insight. Advise from key figures such as Bill Gates, Oprah, Seth Godin, etc… check:

 

http://brandmakernews.com/business-brand/3064/the-best-business-advice-i-ever-received.html

 

Which advice resonates the strongest for you?

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

The Cost of Unhappy #Customers

The Cost of Unhappy #Customers | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

The #Data is clear: It costs more to win new business than retaining current customers, this #infographic gives us further validation.

 

Companies say they are focused on their #customer #experience, let's see if next year's data will drastically improve. What are your thoughts?

more...
Skip Lackey's curator insight, July 18, 9:20 AM

This is of utmost importance for ALL businesses.  Good leaders should be looking into this as much as they look at the bottom line of the company.  This should be a KPI that all business owners and leaders focus on. 

 

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

13 Leadership Lessons From Dawn Of The Planet Of The Apes

13 Leadership Lessons From Dawn Of The Planet Of The Apes | New Customer - Passenger Experience | Scoop.it
Dawn Of The Planet Of The Apes opens the world to more leadership lessons from pop culture. Here's the 13 leadership lessons I learned from Leadership lessons from Dawn Of The Planet Of The Apes
Eric_Determined / Eric Silverstein's insight:
Key #Leadership lessons from Dawn of the Planet Of the Apes.


There are spoiler alerts, so if you have not seen the film, beware :)

Which key lesson have you recently experienced?

more...
Darrin J Wikoff's curator insight, July 17, 7:15 AM

The day we stop learning is the day we die. There are leadership lessons all around us...in nature and in science fiction. I found this article interesting because it made me wonder if these connections were intentional, or if the story unfolded through the eyes of the screenwriters based on their perceptions of what makes an effective and powerful leader. These 13 lessons are the basics of teamwork as well as leadership. Take a look…but beware, SPOILER ALERT!

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Relationship Economics

Relationship Economics | New Customer - Passenger Experience | Scoop.it
'Everyone talks about building a relationship with your customer. I think you build one with your employees first,” says newly appointed Senior Vice President of Retail at Apple Angela Ahrendts.

The more you invest in terms of genuine listening, sharing and engagement, the more likely it is that your
Eric_Determined / Eric Silverstein's insight:

Relationship Economics - #Data is clear in @briansolis @LinkedIn @slideshare

 

The importance of effective and honest communication with your employees - they are a direct extension of your brand!


Do you agree?

 

 

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

When it's time for a New Competitive #Strategy - Ask @rogerfederer

When it's time for a New Competitive #Strategy - Ask @rogerfederer | New Customer - Passenger Experience | Scoop.it
I love a good analogy.  Not just for the entertainment value but because it can often bring a complex business meeting to a decisive conclusion more quickly.
Lately
Eric_Determined / Eric Silverstein's insight:

Following the earlier article on the lessons from @Kodak, here are lessons from @rogerfederer on working on a new #strategy to stay competitive in the marketplace.

 

Please comment on the strategy, and if you would add any other elements?

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

#Mobile Moments Should Equal Useful

#Mobile Moments Should Equal Useful | New Customer - Passenger Experience | Scoop.it
This article is by Josh Bernoff, senior VP, Idea Development, at Forrester Research. He is the co-author of the new book, The Mobile Mind Shift. “Hello, customer. I’m from the company’s marketing department, and I’m here to help you.” That’s something you don’t hear very often. Customers expect marketers to try to [...]
Eric_Determined / Eric Silverstein's insight:

Josh shares his #Mobile insight:


"Start with your #customer and her #journey. Figure out what her real problem is and how mobile could help. We call these points where mobile solves problems “mobile moments,” and they’re very well suited to customers trained to get answers from their phones in an instant. 

Then line up all these moments and evaluate them on two scales. First, are they beneficial to the customer? Second, are they valuable to your company?"

 Share other examples where brands understand how to deliver mobile moments to their customers?
more...
Ranjit Kovilinkal's curator insight, July 8, 9:23 PM

"Its about relationships...not marketing" - Starbucks