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20 Statistics That Will Drive 2014 #Marketing Strategies - #Infographic

20 Statistics That Will Drive 2014 #Marketing Strategies - #Infographic | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Data that should help you define some of your plans for 2014

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Denise Barbezani's curator insight, November 27, 2013 12:49 AM

Confira informações importantes para ajudá-lo a preparar o plano de 2014. / Find here relevant information to help with your 2014 plan.

 

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
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#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?
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Ranjit Kovilinkal's curator insight, July 8, 9:23 PM

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

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21 #Customer #Experience - #Service Quotes

21 #Customer #Experience - #Service Quotes | New Customer - Passenger Experience | Scoop.it
In honor of Customer Service Week, Skip shares 21 quotes on customer service.
Eric_Determined / Eric Silverstein's insight:

Quotes from Sam Walton to Disney to Jeff Bezos and others.'

 

Which quote is your favorite?

 

Here are two I particularly like:

 

“There are no traffic jams along the extra mile.”  Roger Staubach

 

“Good customer service costs less than bad customer service.” Sally Gronow

 

Share your thoughts.

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How #Data is used for Smarter #Customer #Experiences

Big Data is a phenomenon that is being talked about more and more. At OgilvyOne, we believe we can collect and frame the data that exists around us to create...
Eric_Determined / Eric Silverstein's insight:

As you evaluate this creative video from @OgilvyOne, we can certainly see a positive #CustExp.

 

What would you do differently or recommend to enhance the experience?

 

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10 Stories of Unforgettable #Customer #Service

10 Stories of Unforgettable #Customer #Service | New Customer - Passenger Experience | Scoop.it
Inspirational stories of great people and companies going above and beyond.
Eric_Determined / Eric Silverstein's insight:

"Every company says that their customers are their #1 priority, but stories show us that many businesses are ready, willing, and able to go the extra mile for each and every one of their customers."


As Entrepreneur Magazine highlights, nothing will beat an actual example to prove how far a company will go to create a memorable experience. 


Which story did you like best?


Share a story of your own?

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10 Top #CustExp Takeaways @Gartner_inc Customer 360

10 Top #CustExp Takeaways @Gartner_inc Customer 360 | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Of the 10 insights shared, which one do you find the most valuable?


While all 10 play an important role, I personally like:


How to Create a Customer-Driven Culture: 


(1) have strong leadership in place


(2) formalize and communicate the message


(3) find evangelists


(4) state company values as behaviors


(5) socialize and reinforce throughout the company to embed it in the culture


(6) provide recognition and build incentives tied to strategy


(7) use stories to communicate messages


(8) make the culture transparent to the customer


(9) make responsibilities and rewards clear


(10) provide training and education


(11) recruit differently


(12) recognize that it takes commitment and time

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celeste howe's curator insight, July 4, 9:19 AM

Pay attention to Mobile Customer Service/Engagement, it is the next big opportunity.

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Turning Big Data into Better Data

Turning Big Data into Better Data | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Every company is focused on #Data, but they want to replace the word “big” with terms like “better,” “accurate,” and “real-time.”


Share your thoughts and experience?

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Jean-Marie Grange's comment, June 30, 5:56 AM
I think that the real value behing Big Data is not to have more data, better data, or more accurate data, the real interest comes from how you can use the data you already have on your customers to create value for them. Then you can think about gathering more info to create more value.
Eric_Determined / Eric Silverstein's comment, July 1, 12:46 AM
Thanks Jean-Marie for your valuable input. As you highlighted, it is that Data that enables your company to deliver the right value and experience in return.
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Why #Marketing with #Big #Data is an ongoing journey!

Why #Marketing with #Big #Data is an ongoing journey! | New Customer - Passenger Experience | Scoop.it
CMOs must help IT peers understand business challenges, and vision for how you will be engaging your customers in the future.
Eric_Determined / Eric Silverstein's insight:

In order to deliver a highly personalized customer experience at scale and maximize business results, it will require a close engagement and continuous coordination between Marketing and IT, in order to transform their joint approach to big data.


See examples from Clorox and John Deere. 


Do you have any other recent examples of successful brand approach to big data?

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Deb Katz's curator insight, June 26, 6:45 AM

Data gives marketers the power to move from campaign-based initiatives to personalized conversations with customers and potential customers.

Orlando Delgado's curator insight, June 27, 7:47 AM

making the best use f technology to engage with customers is only one aspect of the challenge of Big Data...

Orlando Delgado's curator insight, June 28, 5:48 PM

The customers are driving the challenges that CMO's need to work out with IT to adapt the business model...

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12 Mission Statements from top #CX companies - this is how you stay on top!

12 Mission Statements from top #CX companies - this is how you stay on top! | New Customer - Passenger Experience | Scoop.it
Amazon country manager Andreas von der Heydt wrote a great post where he aggregated the inspirational customer experience ‘mission statements’ of some of companies w
Eric_Determined / Eric Silverstein's insight:

How #CustomerExperience Companies Stay On Top!


Check these 12 mission statements from key companies, then let us know which one is your favorite?

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If Your #ContentMarketing is for Everybody, It's for Nobody!

If Your #ContentMarketing is for Everybody, It's for Nobody! | New Customer - Passenger Experience | Scoop.it
Quick test: Who’s the audience for your blog? Your enterprise may try to use the same content initiative for two, three, four or more audiences. How’s that working? Learn the four questions all mem...
Eric_Determined / Eric Silverstein's insight:
Four questions you need to answer to define your content marketing campaign:
1. Who? Who is the audience for each piece of content (fill in the blank, i.e., blog)? Who is the specific buyer persona you are targeting with this platform?
2. Why? Why are you doing this? What is the behavior change that you must see to call this content initiative a success? (Do you need to drive sales, save costs, or drive customer loyalty?)
3. Outcome? What’s in it for the reader? How are you making their lives better or jobs easier in some way? What’s the pain point you are solving for them?
4. Replacement factor? If you didn’t provide this kind of information for your audience, would they care — or notice? Could they find the information elsewhere? Is what you are saying really that important?
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The Apple #CustExp...

The Apple #CustExp... | New Customer - Passenger Experience | Scoop.it
It's about designing a great business
Apple full of smart people — they’re not dumb enough to ignore the competition. They have a strategy that allows them
Eric_Determined / Eric Silverstein's insight:

"While Android and Microsoft gleefully point out that Apple’s products are now taking features that those competitors have already had in their comparable products for some time, the thing that they don’t ‘get’ is that features aren’t the game — the overall customer experience is."


Do you agree with the above statement?

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10 Reasons Marketers Need to Embrace #Mobile

10 Reasons Marketers Need to Embrace #Mobile | New Customer - Passenger Experience | Scoop.it
Mobile - People check their mobile phones around 150 times a day. With customers making their mobile devices such a high priority in their lives, marketers need to do the same. Here's ...
Eric_Determined / Eric Silverstein's insight:

Mobile is where consumers are, so it's where marketers need to be!!!

"Marketers who understand we're in a world that's constantly connected and who act on that fact by embracing #mobile will be the ones who stay ahead of their competitors and get the engagement and results they want."

Couldn't agree more!

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Ian@Citrus Mind's curator insight, June 16, 4:16 AM

Get it at the centre of what you are doing - its where people are!

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Where #Content #Marketing Fits in Your Marketing Plan

Where #Content #Marketing Fits in Your Marketing Plan | New Customer - Passenger Experience | Scoop.it
To help you understand how content marketing should mesh with your organization's other marketing efforts, the Content Marketing Institute team took a fresh look at the discipline and examined how ...
Eric_Determined / Eric Silverstein's insight:

#Content #Marketing Demystified - Check the #infographic


Share your thoughts on the 4 strategic functions of Content Marketing .

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The 4 Phases For Developing A #Customer Retention #Strategy

The 4 Phases For Developing A #Customer Retention #Strategy | New Customer - Passenger Experience | Scoop.it
Has your company’s customer retention rate increased, decreased or remained status quo over the past five years? Have you outlined and initiated a formal customer retention strategy? In a study by Harvard Business School, it was found that increasing...
Eric_Determined / Eric Silverstein's insight:

An extensive review, with great examples of key #brands provided.


Small businesses understand the importance to retain their current customers, while large businesses may take it for granted?


Share your thoughts.

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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?

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#SocialMedia #Marketing and #ContentMarketing, What’s the Difference?

#SocialMedia #Marketing and #ContentMarketing, What’s the Difference? | New Customer - Passenger Experience | Scoop.it
Marketing jargon is enough to drive anyone mad these days. Marketers themselves are hard pressed to keep up with their own latest lingo. One such confusing example is defining the difference between …
Eric_Determined / Eric Silverstein's insight:

It's important to differentiate the approach, but how both are key to your integrated marketing campaign!

 

Do you agree?

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The 4 Things #Digital #Marketers are Missing

The 4 Things #Digital #Marketers are Missing | New Customer - Passenger Experience | Scoop.it
Today, there's little distinction between marketing online and offline, which (ideally) leads to a fully integrated marketing strategy. To avoid the chaos these cross-functional strategies can create, check out these 4 key concepts that marketers often miss.
Eric_Determined / Eric Silverstein's insight:

Key quotes from Marketo: 


"Website traffic gives you thrills, but revenue pays the bills!"


“What decision would I make differently if I knew this number?” If you can‘t come up with a clear answer, it’s not a good metric to measure"


"Marketing is all about results – and we’re not talking about search positions here. We’re talking about conversions, sales and leads."


As we see from this and other articles, you need to understand your customer journey and engage at every touchpoint.

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Jeff's curator insight, July 4, 1:54 AM

It's all a busy world on social media  keeping up with latest trends but people sometime don't notice that Mobile commence  has taken over laptops and desktops we are promoting our app platform on this topic  but you are reading this on your mobile device  so imagine having your business downloaded on to a customers devices  for instant access to your products and services  with latest offers been sent direct to their handset in their pocket with a pushnotifications  visit our website  AffiliatesApps.com  to watch videos on push notes and how simple  this feature is

We  are that confident that you will  see the importance  of mobile communication  with digital sales  we let you design & edit and control your marketing tool and further more our platform is FREE  

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Age of #Customer - from revolutionary to evolutionary

Age of #Customer - from revolutionary to evolutionary | New Customer - Passenger Experience | Scoop.it
When Facebook and Twitter came along, many people thought they would be revolutionary — but how many thought they would evolutionary?
Eric_Determined / Eric Silverstein's insight:

"As we enter a new age of the customer -- empowered by social media reach and mobile connectivity -- the impact on business has gone beyond revolutionary — to evolutionary."


Do you agree with the below statement?


"You can fall behind and catch up later in a revolution but not in an evolution"

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#Loyalty vs #Reputation: Which Sells Your Product Better?

#Loyalty vs #Reputation: Which Sells Your Product Better? | New Customer - Passenger Experience | Scoop.it
Loyalty is based on prior experiences a customer had with a specific brand, while reputation is based on the aggregated experiences of others with a specific product. Both influence purchasing select…
Eric_Determined / Eric Silverstein's insight:

The importance of Experiential content and the influence it has on your product or service.


Share a recent experience?

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#CX Competency - Customer Listening

#CX Competency - Customer Listening | New Customer - Passenger Experience | Scoop.it
Every day customers tell you about what’s broken and what’s getting in the way of their wanting to do more business with you.
Every day thousands of comments and feedback come in through your comp...
Eric_Determined / Eric Silverstein's insight:

When it comes to #Customer #Experience, the art of listening to your customers plays a critical role.


Which brands have you come across which do a good job listening, and which brand does not perform well?

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The Ultimate Guide to Using Images in #SocialMedia

The Ultimate Guide to Using Images in #SocialMedia | New Customer - Passenger Experience | Scoop.it
Interested in how to best apply images for a certain social network such as Facebook, Twitter and Instagram? Here is a guide to using images in social media.
Eric_Determined / Eric Silverstein's insight:

Visuals impact #CustExp when it comes to #SocialMedia & #ContentMarketing.


Jeff Bullas shares valuable #data 


Feel free to share across your network.

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Welcome to the new global #branding idea economy!

Welcome to the new global #branding idea economy! | New Customer - Passenger Experience | Scoop.it
  Welcome to the new global ideas economy where huge companies are vying for our love and respect with big ideas over products. There is an art and
Eric_Determined / Eric Silverstein's insight:

Scott Goodson shares key insight to global #branding ideas:


"They need to be relevant to people’s lives and less about how great your product or service may be.


It’s more common for great companies to want to broadcast to the world how imaginative they are, how superb their product. I think great brands do the complete opposite. These brands are more confident. They say things that reflect how their fans and advocates are thinking. How their social media community is thinking rather than simply finding a way of putting the product or company on a pedestal. That’s old world thinking!


This is more important today because of the global opportunity for brands. You need to crystalize a state of mind and an attitude that carries meaning while, at the same time, enables you to inspire and connect millions of people inside and outside your company to a big brand idea.


And then connect that big idea to your brand benefit or company purpose."


Share some of your favorite brands that successfully apply the above approach.

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Ranjit Kovilinkal's curator insight, June 22, 9:23 PM

"Hello Tomorrow" - Scott Goodson

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How @TeslaMotors want to change the game...

How @TeslaMotors want to change the game... | New Customer - Passenger Experience | Scoop.it
Yesterday, there was a wall of Tesla patents in the lobby of our Palo Alto headquarters. That is no longer the case. They have been removed, in the spirit of the open source movement, for the advancement of electric vehicle technology.
Eric_Determined / Eric Silverstein's insight:

How @TeslaMotors want to change the game...


Positive #CustExp & vision for the industry.


Any other motives?

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5 Important #Customer Behaviors That Can Sink Your Company!

5 Important #Customer Behaviors That Can Sink Your Company! | New Customer - Passenger Experience | Scoop.it
The landscape for serving customers today is not the same as it was a decade ago – or even a few years ago. Customer behavior has drastically changed. And many organizations have been slow to respond
Eric_Determined / Eric Silverstein's insight:

5 important customer behaviors:


1. Today’s Customers are “Problem Sensitive”

2. Today’s Customers Want to Solve Problems Themselves

3. Today’s Customers Go Online When They Have Questions

4. Flaming a Company on Social Media is Commonplace Today

5. Most Consumers Are Willing To Pay For A Better Experience


Any additional behavior missing?

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How Free can deliver the right #CustExp Strategy

How Free can deliver the right #CustExp Strategy | New Customer - Passenger Experience | Scoop.it
Sometimes one of the greatest ways to provide great customer service is giving something of value away for free. It doesn't have to be anything big or expensive.
Eric_Determined / Eric Silverstein's insight:

"Sometimes free can be a great customer service strategy.  It adds value, promotes good will and builds #trust with your #customers.  All good things that can eventually lead to customer #loyalty!"


Which story resonated the most that would drive your loyalty?

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How to plug the holes in the #B2B sales #journey

How to plug the holes in the #B2B sales #journey | New Customer - Passenger Experience | Scoop.it
The buying process has gotten messy for B2B marketers. This easy access to information means that engagement one second can turn into disinterest in the next. Every new channel puts a hole in your funnel. (Although I've never liked the funnel construct, it's appropriate for making the point.) Marketers who don't integrate new channels into their content marketing strategy will...
Eric_Determined / Eric Silverstein's insight:

Understand your customer journey, and make sure you build a content marketing campaign that offers solutions and engagement at every touch point.


Share your experience where you saw a brand apply the right approach across all channels?

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