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Taking a long view on #Digital #Marketing

Taking a long view on #Digital #Marketing | New Customer - Passenger Experience |
Consumers’ passion for and rapid adoption of technology presents both opportunities and risks for all businesses in their digital marketing
Eric_Determined / Eric Silverstein's insight:

Jack highlights the key implications:

- Understand your target audience.

- Actively listen to your current customers and optimize their ratings and reviews. 

- Increasingly move resources from offline to online. 

- The open and closed web should be central to you marketing strategy. 

- Don’t underestimate social media. 

- Be willing to cannibalize yourself….before you’re cannibalized by a competitor or distributor.

- Understand that customer experience is key to loyalty.

- Really understand your metrics. 

- Use media and device attribution to measure and/or estimate return value (versus last-click measurement). 


Share your thoughts on the above.

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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 - Latest venture - mobile social engagement
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The New #Brand Building in the Era of #Engagement

The New #Brand Building in the Era of #Engagement | New Customer - Passenger Experience |
At our core, marketers are storytellers. We love to tell stories that evoke emotion and pull at heartstrings. As I have shared my vision of the next era of marketing, I’ve talked about how marketing is changing. But, in this post let’s start with how it’s not changing when it comes to building a brand. Then, we can turn to how we, as marketers, will need to change to build our brands in the next era of marketing.
Eric_Determined / Eric Silverstein's insight:

"Customers are now the keepers of our brand in this new digital world, and we need to build it with them"

What are your thoughts on @Marketo 's question: "Has the rise in digital technology changed the stories marketers tell and the way we tell them?"

My thoughts "The story gets told through the eyes of your customers. What brands need to do is simplify the current tool sets to make it easier for your customers to share their stories while engaging with your brand, then reward their engagement"

The basis for @SNAPCIOUS - inserting a mobile social engagement platform on brands existing mobile apps to enable customers to stay engaged directly with the brand, while rewarding their social share.

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2015 - The Year of #Engagement & #Empowerment

2015 - The Year of #Engagement & #Empowerment | New Customer - Passenger Experience |
What do you get if you cross a host of the most innovative marketing technology companies, a herd of Europe’s marketing thought leaders, and a pack of knowledge-hungry marketers? Well, based on our experience over the last few days, it would look a lot like the TFM&A event (standing for ‘Technology for Marketing & Advertising’), which wrapped-up yesterday. Held at the impressive Olympia Conference Centre in London, this event was energizing, exciting and empowering for attendees. So, I’d like to
Eric_Determined / Eric Silverstein's insight:

Do you agree that 2015 is the year of #Engagement & #Empowerment?

Great story board created by @Marketo summarizing the key takeaways from Technology for Marketing & Advertising conference.

I particularly like the ABC. It's about delivering continuous engagement and positive #customer #experiences, in order to earn your customers #loyalty and #advocacy. 

Share your thoughts.

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The Explosive Power of #Social Proof

Social proof is the most powerful weapon on the web. Recommendations from friends, opinions and reviews blow away all other forms of marketing. Go into battle …
Eric_Determined / Eric Silverstein's insight:

"81% of Consumers receive product advice from friends & family via #Social site"

How are you capitalizing on engaging your loyal customers via #Social #Media and #Mobile?

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#Marketing First!?

#Marketing First!? | New Customer - Passenger Experience |
This week, I’d like to explore another finding from the survey—how marketers will play a larger role in company strategy. This is a huge development, and a dramatic shift in many organizations from how marketing was asked to contribute in the past.
Eric_Determined / Eric Silverstein's insight:

Do you agree that marketers are responsible for the end-to-end #engagement and ownership over the customer’s lifetime?

"The shopping and buying process has changed forever. Buyers have more information at their fingertips than ever before and they are using it to self-educate. They’re reaching out to companies later and later in their decision-making cycles. As a result, if a company hopes to engage and #influence that shopper, they have to do it earlier. This new #digital, #social, #mobile world, is the domain of the marketer. That means that marketing is the only function that has a chance to influence buyers before they have all but made their decisions—putting the marketer in the driver’s seat, or at the starting line—either way, it’s Marketing First.


Marketers will put more energy, time, and effort into areas such as strategy, digital, and customer lifecycle #engagement."

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7 Strategies That Are Transforming #Mobile Apps

7 Strategies That Are Transforming #Mobile Apps | New Customer - Passenger Experience |

Just as every company is now a publisher (or should be) if they wish to have an effective digital strategy, I believe the next phase of growth will be that marketing departments of every company need to be involved in the development of mobile and/or tablet applications. If that doesn’t sound like a reality – I’ll provide an example.

We recently designed and developed a mobile application for engineers to use to make a plethora of different conversions for calculations they need to make daily. The company we built it for is a surface technology company. Does the application sell? No! That’s not the point – the point is to have the company’s name top of mind as engineers are working day to day. Greater brand awareness and click to contact calls to action enable them to take the next step. Immediately upon release, over 300 users in their industry downloaded the application and are utilizing it daily. It is a huge acquisition and retention win with a minimal investment.

Via Russ Merz, Ph.D., Rosetta Carrington Lue
Eric_Determined / Eric Silverstein's insight:

Key factors to #Mobile strategy in 2015:

  • #Social networking – fastest growing mobile application category
  • Context-aware #marketing – will improve user application #experience
  • #Location-based services – 1.4 Billion: Consumer LBS expected user base in 2014
  • Mobile search – Product and price comparison for consumer products
  • Mobile #commerce – Will help streamline consumer shopping experience
  • Object recognition – Increase in sensor and processing capabilities
  • Mobile payment systems – 1 in 5 smartphones will be Near Field Communications enabled

For those brands with mobile apps seeking ways to socially engage, happy to setup a live demo of @SNAPCIOUS

LaurentHinard's curator insight, February 23, 8:43 AM

Last features and trends on Mobile 

Martine Coutu's curator insight, February 23, 11:56 AM

Le département de marketing au centre du développement des applications mobiles. Comme les deux doigts de la main.

Apptimate's curator insight, February 27, 3:30 AM

Security and privacy will be critical in 2015. Otherwise, we will see a great backlash. Non-trust worthy apps mean non-trust worthy brands that people will abandon.

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Fifty Shades of #Branding

From building brand authority to dominating the market, what does it take to manage your brand in today’s modern world? In this safe-for-work eBook, find best …
Eric_Determined / Eric Silverstein's insight:

• 65% of audiences are visual learners. —Mind Tools


• 92% of consumers trust brand advocates. —Nielsen

Share your favorite stat.

Now the other question is whether you went to see the movie....

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The New Science behind #Customer #Loyalty

The New Science behind #Customer #Loyalty | New Customer - Passenger Experience |
The power of Customer Experience and growing competition are driving companies to take a more scientific approach to building customer loyalty.The term Customer Experience is becoming increasingly used to describe all the touch-points, engagements and interventions that your customer has with your people, your products and services, and your brand. Ensuring a consistent and positive experience throughout these will ensure customers are happy to continue spending money with your company rather th
Eric_Determined / Eric Silverstein's insight:

Can't stress enough on the 3 E's:

1. Effective

2. Ease

3. Emotion

Technology can help a great deal with the first 2 points, but the third requires you to walk in your #customers shoes, and really #engage with your customers, to listen and learn.

That's how you will earn their #trust and #loyalty, building towards #advocacy.

Darcy Bevelacqua's curator insight, February 19, 4:56 PM

Customer experience is more important. Understanding how to make it easy and efficient is essential to long term growth. It's important to get started now. 

Mike Donahue's curator insight, February 20, 10:53 AM

I like that Forrester factors emotions into their ranking, something NPS does not, making for a more complete measurement and predictor of consumer loyalty.

Wafa Hammedi's comment, March 3, 4:37 AM
Romain, What is the new science then??? Very curious to learn about that from you in class ! your insights will be beneficial to all the students in class ! Great job !
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10 #Customer #Experience Quotes To Improve #Engagement

10 #Customer #Experience Quotes To Improve #Engagement | New Customer - Passenger Experience |
"Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves." Apple’s mission through the very words of its mastermind Steve Jobs. Some of the most successful companies have one thing in common – they offer an amazing customer experience. If you’re working on improving your strategy, get inspired by these eye-opening customer experience quotes, to help you foster client engagement.What Steve Jobs is teaching us is that the
Eric_Determined / Eric Silverstein's insight:

Which quote is your favorite?

1. “It is not the employer who pays the wages. Employers only handle the money ... It is the customer who pays the wages." (Henry Ford)

2. “The biggest risk is not taking any risk ... In a world that is changing really quickly, the only strategy that is guaranteed to fail is not taking risks.” (Mark Zuckerberg)

3. “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” (Jeff Bezos)

4. “Innovation needs to be part of your culture. Customers are transforming faster than we are, and if we don’t catch up, we’re in trouble.” (Ian Schafer)

5. “How can you squander even one more day not taking advantage of the greatest shifts of our generation? How dare you settle for less when the world has made it so easy for you to be remarkable?” (Seth Godin)

6. “If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.” (Jeff Bezos)

7. “Each business is a victim of Digital Darwinism, the evolution of consumer behavior when society and technology evolve faster than the ability to exploit it.” (Brian Solis)

8. “Your most unhappy customers are your greatest source of learning." (Bill Gates)

9. “You’ve got to start with the customer experience and work back toward the technology, not the other way around.” (Steve Jobs)

10. “A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.” (Mahatma Gandhi)

Bharat Employment's curator insight, February 12, 11:45 PM

sharon lewis's curator insight, February 15, 1:20 PM

Some quotes not before seen, all reinforcing the message of "the customer rules!"


Arielle Monnerot-Dumaine's curator insight, February 16, 12:30 PM

Difficile de choisir ! Et vous ?

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#Mobile #Marketing is a $500 billion opportunity!!!

#Mobile #Marketing is a $500 billion opportunity!!! | New Customer - Passenger Experience |
In 2016, the portion of mobile-influenced in-store retail sales is expected to jump to more than 50 percent. This means almost half of a brand’s customers will soon be proverbially “up for grabs” t...
Eric_Determined / Eric Silverstein's insight:

The importance and influence #mobile has on your shopping #journey is increasing every day.

If you don't focus on owning your mobile #marketing channel, you can expect your competitors to aggressively pursue your customers.

Focus on delivering the right #customer #experience, and create a rewarding #engagement, one that will nurture their #loyalty and gain new #brand #advocates.

Lori Wilk's curator insight, February 11, 7:43 AM

With this #mobile #marketing and #consumer #advertising trend the question becomes, "Is your #brand in their hands? " #BYLNetwork is helping #brands transition to #digitalmarketing  combining both  #video and #mobile. This Venture Beat article makes us realize that to ignore mobile means to be left behind and lose market share to competitors. The good news is that brands can take action now and participate in this trend. 

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The Power of #Mobile Moments

The Power of #Mobile Moments | New Customer - Passenger Experience |
  Most individuals spend 80 % of their time across 5 apps today. What will it take to even make it into your customers top 10? Most companies today, push information to their customers and off...
Eric_Determined / Eric Silverstein's insight:

In order to stand out in mobile, go beyond the standard functionalities.

Offer a platform that will not only engage your customers, but allow them to build a community that can easily communicate and share with your brand.

@SNAPCIOUSdoes it via visuals, what would you like to see improved in your favorite apps?

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How #Mobile & #Loyalty Programs reward #customer #experience

How #Mobile & #Loyalty Programs reward #customer #experience | New Customer - Passenger Experience |
Small businesses can now target specific customers, influence their behavior and keep track of the results, while offering better rewards.
Eric_Determined / Eric Silverstein's insight:

With every business focused on #mobile #engagement, don't forget the emotional  connection:

“All organisms, in different ways, are drawn to goals,” said Oleg Urminsky, who teaches marketing research at the University of Chicago Booth School of Business. “The closer we are to achieving our goals, the more motivated we are to keep doing something. As mice on a runway get closer to a food pellet, they run faster.” Similarly, he said, “as people get closer to having a completed card, the time between visits gets smaller.”

Being able to reward the engagement while making it easy for your customers to do everything via mobile, that's a good way to build #loyalty with your brand, do you agree?

Which loyalty program do you currently use most via mobile?

Do you prefer doing business with a brand that has a well established loyalty program, or can do without? 

Bharat Employment's curator insight, January 30, 11:18 PM

Sadel Ekmeiro's curator insight, February 2, 1:46 PM

Which loyalty program do you currently use most via mobile?

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#Relationship #Marketing: The Next Frontier!

#Relationship #Marketing: The Next Frontier! | New Customer - Passenger Experience |
Consumer touchpoints have increased, power has shifted to the buyer, and brands must continually think of new and innovative ways to address these changes.
Eric_Determined / Eric Silverstein's insight:

Michael @Kia says it well: "You can’t dictate how your brand is perceived, but you can create experiences that influence consumers’ feelings. Strong relationships drive business, but cannot be manufactured or manipulated.."

Is your brand focused on delivering the best #customer #experience,  and nurture that #relationship?

As we live in a true #omnichannel world, we shouldn’t see the increase of #touchpoints as a problem to solve, but as an increased opportunity to connect with consumers. 

Bharat Employment's curator insight, January 29, 1:12 AM

John Norman's curator insight, January 30, 5:00 PM

I keep hearing the phase "People first buy into relationships before they buy products" (or words to that effect) and this is so very true when it comes to network marketing. Therefore to establish credibility as a leader you need to master the art of relationship management. While there is nothing terribly new about that (ask any politician) it has become a necessary skill for many in the age of globalised digital connectivity.

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2015 @Edelman #Trust Barometer - Global Results

The 2015 Edelman Trust Barometer is the firm’s 15th annual trust and credibility survey. The survey was powered by research firm Edelman Berland and consisted …
Eric_Determined / Eric Silverstein's insight:

#Trust : belief that someone or something is reliable, good, honest, effective, etc.

As you will see from slide #12, the most trusted source for #content remains your peers, friends and relatives.

How is your #brand engaging with your audience? By earning their trust, and leveraging their #social reach across their friends and relatives, imagine the opportunities to strengthen your business. 

I would argue that without Trust, you can't run a successful business. Do you agree?

This applies to #customers, employees, vendors, etc...


Bharat Employment's curator insight, January 26, 11:31 PM
Arielle Monnerot-Dumaine's curator insight, January 27, 3:40 AM

Pour des résultats pour la crédibilité des messages de recommandation, go directly page 12

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25 Trends That Will Create Disruption & Opportunity

25 Trends That Will Create Disruption & Opportunity | New Customer - Passenger Experience |
No matter what industry you’re in, your company can’t survive without technology. From smart phones and tablets to mobile apps and cloud-based technology, there’s a plethora of technological advancements not only to keep track of, but also to profit from. To stay competitive, your organization needs to anticipate the most significant technology trends that are shaping your business and changing your customer, and then develop innovative ways to use them to your advantage, both inside and outside
Eric_Determined / Eric Silverstein's insight:

"Ask yourself if you should be the disruptor rather than the disrupted"

Which of the 25 areas raised will generate the greatest opportunity for your business?

On the Marketing side: Gamification, Socialization & Personalization

Share your thoughts.

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Consumers demand experiential rewards from loyalty programs

Consumers demand experiential rewards from loyalty programs | New Customer - Passenger Experience |
Brands that are incorporating strategies to offer experienced based rewards in their loyalty programs are going to win and retain more customers compared to companies just offering discounts.
Eric_Determined / Eric Silverstein's insight:

Study by @JWT_Worldwide, “72% of #Millennials would rather spend money on #experiences than products”  #Social #media can be a useful activation marketing tool with members posting their once in a lifetime experience of these events.  Experiential #marketing appeals to consumers because it touches their passions in life.   

Which loyalty program are you most active in?

Share your thoughts.

Michelle Batt's curator insight, March 2, 8:24 AM

Need to consider "Experience currency" to drive Loyalty. This refers to Loyalty Programs, but it's really about Loyalty overall.

Jean-Marie Grange's curator insight, March 3, 9:41 AM

Offering discounts is not the best way to build #engagement

Darcy Bevelacqua's curator insight, March 4, 7:38 PM

More consusmers are looking for something unique from the companies they love. They like connecting with others in a social setting and having access to unique content and events that others don't. Make your customers feel special and invent in getting to know them through special events. 

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4 key #mobile market trends in 2015

4 key #mobile market trends in 2015 | New Customer - Passenger Experience |
2014 was the year that mobile stopped being the next big thing and became THE BIG THING. In 2015, we can identify four types of apps, each with their own characteristics and challenges.
Eric_Determined / Eric Silverstein's insight:

1. Mobile Commerce - #Engagement

2. Mobile Games - #Gamification

3. Utility #Apps

4. #Social Apps

Do you agree with the 4 #Mobile trends above?

Which other trends do you foresee?

Michelle Batt's curator insight, February 26, 9:33 AM

Like! but consider this: Mobile/IT app developers are missing a BIG opportunity. Need to change approach from "monetizing" to "humanizing" #CX #CXO

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#Marketing Is Dead, and #Loyalty Killed It

#Marketing Is Dead, and #Loyalty Killed It | New Customer - Passenger Experience |
Do you like your customers enough?
Eric_Determined / Eric Silverstein's insight:

Alexander shares valuable insight 

"For most people, the word “ #marketing ” summons up a single-minded focus on selling products – a one-sided endeavor. But one-sided doesn’t work in a world where #social #media has given consumers a megaphone just as powerful as that of traditional marketers.


Building #loyalty is much harder work, and it requires not only valuing #customers, but liking them enough to have a #conversation every day. Bringing passion and excitement to that conversation requires genuine enthusiasm for your own products and mission. The Chief Loyalty Officer’s job isn’t about asking, “What should this company say?” It’s nothing less than answering the question, “What should this company be?”

We take great pride @SNAPCIOUS - having developed a platform that creates a true 2 way conversation, giving brands/agencies a tool to engage with their loyal community.

What tools are you using to create a conversation with your customers?

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The Power of User Generated Content - UGC drives results!

The Power of User Generated Content - UGC drives results! | New Customer - Passenger Experience |
We @Snapcious love to share stories of amazing campaigns from brands who understand the power of their community. Empowering one's fans to be creative, story tellers via photographs are the foundat...
Eric_Determined / Eric Silverstein's insight:

With brands looking at #Influencers to generate buzz and metrics, your loyal fans are your greatest influencers - do you agree?

@TIME was able to leverage several of their publications to pull user generated content (#UGC). Positive #KPI

Which one is your favorite?

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What can we expect at 2015 #Mobile World Congress?

What can we expect at 2015 #Mobile World Congress? | New Customer - Passenger Experience |
I remember the first time I attended 3GSM in Cannes: It was primarily a B2B telecoms trade show and centered on DVB-H, WiMAX, and other technology-centric acronyms. Fast-forward 11 years, and Mobile World Congress (MWC) will be the center of the business world for a couple of days (March 2 to 5).
Eric_Determined / Eric Silverstein's insight:

"It is fascinating to see how mobile has changed the world in the past 10 years — not just in the way that we live and communicate but also in terms of disrupting every business. I strongly believe that mobile will have a bigger impact than the PC or Web revolutions. "

Do you agree with Thomas' conclusion?

@SNAPCIOUS will be in attendance - keen to engage across both themes to be anticipated during the conference:

1.   Mobile As The Hub Of New Connected Experiences



2. Mobile As A Key Driver Of Cross-Channel Marketing, Commerce, And Payment Initiatives

If you will be attending, share what you anticipate from the conference?

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What Influences #Social Buying?

What Influences #Social Buying? | New Customer - Passenger Experience |
Eric_Determined / Eric Silverstein's insight:

"Understanding and then supporting customer expectations in an age dominated by social media is the key to long-term commercial success." - Do you agree?

Recommendations and reviews have a massive impact on the purchasing journey.

Make sure you strengthen your customer relationships and capitalize across all touchpoints. 

Mobile social engagement platform - @SNAPCIOUS

No comment yet.
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The Inevitability of a #Mobile-Only #Customer #Experience

Slides for Altimeter's webinar: The Inevitability of a Mobile-Only Customer Experience Watch the webinar replay at:…;
Eric_Determined / Eric Silverstein's insight:

As @BrianSolis highlights:

"Companies must design #mobile-first and mobile-only #customer #journeys to prevent channel-hopping and multi-screening, thus increasing conversions"

Is your company making the commitment to mobile?

Bharat Employment's curator insight, February 12, 12:18 AM

Mike Donahue's curator insight, February 13, 10:14 AM

Nice deck with plenty of compelling stats. I would argue the mobile-only experience is already here for many people. Some by necessity and other sby choice. Ignore at your own risk.

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10 world-changing trends - get ready!

10 world-changing trends - get ready! | New Customer - Passenger Experience |
Futurist Erica Orange dishes on what's coming next, and how entrepreneurs can prepare for it
Eric_Determined / Eric Silverstein's insight:

Key insight shared in this @Inc article.

The one thing we are certainly short of supply is #Time

The importance of #gamification for positive #engagement

Important lessons for you to incorporate within your business model and company #culture.

Are you ready?

Darcy Bevelacqua's curator insight, February 9, 12:08 PM

It's a new world involvng virtual reality, time pressure and rapidly chaning environments. Interesting ideas worth a quick read. 

Bharat Employment's curator insight, February 11, 1:26 AM

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#CMO want more customer #Engagement

#CMO want more customer #Engagement | New Customer - Passenger Experience |
As a marketer, I long for the day when all of my customers are active. I yearn for them to react to my offers. I dream of my customers being excited. But it doesn’t always happen naturally. A recent McKinsey & Company global survey found that the ability to create sustainable and engaging customer relationships is the top priority for CMOs. Yet, to actually do this goes well beyond marketing.
Eric_Determined / Eric Silverstein's insight:

Are you customers currently active, react and excited about your brand?

"As a marketer, I long for the day when all of my customers are active. I yearn for them to react to my offers. I dream of my customers being excited. But it doesn’t always happen naturally. A recent @McKinsey & Company global survey found that the ability to create sustainable and engaging customer #relationships is the top priority for #CMOs. Yet, to actually do this goes well beyond #marketing. It takes a lot of work—spanning from a company’s brand messaging to its product experience and beyond."

With everyone now focused on #mobile engagement, look beyond the simple push notification. You need to nurture that relationship, reward that engagement, and create an emotional connection. 

If you want a recommendation on mobile: @SNAPCIOUS 

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The Mobile Game Is On (For Every Brand)!

The Mobile Game Is On (For Every Brand)! | New Customer - Passenger Experience |
Jeffrey K. Rohrs, VP of marketing insights for @Salesforce shares insights from their 2015 State of Marketing Survey, expecting 34% of marketers worldwide to launch a #mobile app this year. "There ...
Eric_Determined / Eric Silverstein's insight:

2015 State of Marketing Survey anticipates 34% of marketers worldwide to launch a #mobile #app this year.

If you take into account the number of existing apps, what would you like to see added or changed from your current experience?

Share your thoughts about @SNAPCIOUS

Leanne Cohens's curator insight, January 29, 6:38 PM

Now this is a brilliant insight into the future of Marketing and Mobile. It's certainly got me looking at what I can do for my clients...

Bharat Employment's curator insight, January 29, 11:37 PM

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2015 State of Marketing through Visuals

2015 State of Marketing through Visuals | New Customer - Passenger Experience |
Whether you are telling a story or sharing important #marketing data, here is a great example how images  convey each point. Heike Young @Salesforce shares key 2015 marketing trends. Which one is y...
Eric_Determined / Eric Silverstein's insight:

Heike Young @Salesforce uses clever images to convey their latest report on the state of #Marketing for 2015.

Which one is your favorite GIF?

With companies focused on #Mobile Marketing to drive closer #engagement with their customers, and leverage the power of #social #media, which #brand in your opinion delivers the best #experience on mobile today?

Bharat Employment's curator insight, January 28, 12:04 AM

Sue Walsh's curator insight, January 28, 7:03 PM

Makes d=some great points ... and is sure to bring a smile to your face :-)