New Customer - Passenger Experience
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@Starbucks - Your "Tweet a Coffee" Leaves a bad after taste! - Customer Experience

@Starbucks - Your "Tweet a Coffee" Leaves a bad after taste! - Customer Experience | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

How a great idea and concept  can immediately turn into a negative experience!

 

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Colin Taylor TRG's curator insight, November 27, 2013 7:45 AM

Bad design, compromises the Customer Experience

New Customer - Passenger Experience
Everyone is 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 - Representing new ventures in mobile and social engagement - Connect with me via LinkedIn: https://www.linkedin.com/in/eric-silverstein-931521
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Become a Superhero for your Customers

Become a Superhero for your Customers | New Customer - Passenger Experience | Scoop.it
While Legends of Tomorrow fight together to avoid world destruction, I've gathered my own team of extraordinary leaders that have inspired my career
Eric_Determined / Eric Silverstein's insight:

Lessons in Employee and Customer Experience, Strategy, Leadership to name a few.


Share your mentors and stories across your own journey?

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Antonio Ormachea's curator insight, March 28, 10:55 AM

Lessons in Employee and Customer Experience, Strategy, Leadership to name a few.


Share your mentors and stories across your own journey?

Antonio Ormachea's curator insight, March 28, 10:59 AM

Lessons in Employee and Customer Experience, Strategy, Leadership to name a few.


Share your mentors and stories across your own journey?

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New Rules Of Brand Awareness

New Rules Of Brand Awareness | New Customer - Passenger Experience | Scoop.it

If you conducted a survey of entrepreneurs or business leaders, asking them to name their three biggest challenges, I can guarantee that nine times out of ten, attracting more customers and creating brand awareness would be on that list.

Eric_Determined / Eric Silverstein's insight:

The brands that have thrived and become important to us in recent times remain relevant because they see us, not because they made us more aware of them.

 

We succeed by understanding how to create value, joy and connection not simply by being more visible.

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7 Steps To Deliver Better Customer Experiences

7 Steps To Deliver Better Customer Experiences | New Customer - Passenger Experience | Scoop.it

I’ve discovered that most companies are using an incomplete definition of customer experience, and have incomplete tools and approaches to design and manage it.

Eric_Determined / Eric Silverstein's insight:

7 applicable steps, which one do you see most companies still struggling with today?

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Should We Look For Instructions?

Should We Look For Instructions? | New Customer - Passenger Experience | Scoop.it

The successes we aspire to and try to emulate are aspirational precisely because they can’t be imitated. From Godin to Gladwell, Amazon to Apple, those that pioneer don’t look for a manual. They create a path they believe is worth walking.

Eric_Determined / Eric Silverstein's insight:

Time to differentiate your business, do you see the opportunity?

 

#Storytelling #CustomerExperience #BrandStrategy

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Digital Transformation - #1 Customer Journey Map

Digital Transformation - #1 Customer Journey Map | New Customer - Passenger Experience | Scoop.it

"As we have no immediate experience of what other men feel, we can form no idea of the manner in which they are affected, but by conceiving what we ourselves should feel in the like situation." -Adam Smith

Eric_Determined / Eric Silverstein's insight:

According to Altimeter Group, 88% of companies are investing in digital transformation while only 25% can map the digital touch points of their customer's journey.

 

Don't invest in digital technology before you are ready put it to best use.

 

Have you fully prepared for digital transformation?

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How Can We Design Experiences That Increase Customer Happiness?

How Can We Design Experiences That Increase Customer Happiness? | New Customer - Passenger Experience | Scoop.it

Improving customer experience is often a balance of science and art - design thinking combined with technology-led insight.

We use analytics to identify pain points in a customer journey and confirm or confound our instincts. 

What can often be missed is an empathetic view of design. 

 

Eric_Determined / Eric Silverstein's insight:

Are we truly designing with the customer’s feelings in mind or are we improving an existing flawed model?


Designing with the ARC of Happiness:

 

  1. Autonomy
  2. Relatedness
  3. Competence

 

Dr. Paul Marsden championed the idea of customer experience as "the greatest happiness for the greatest number of customers" – do you agree?

 

 Positive psychology plus design thinking equals positive design. Human-led not technology-led.

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Internet Trends 2016

Mary Meeker's Internet Trends 2016 Report

Eric_Determined / Eric Silverstein's insight:

Any trends that surprise you from Mary Meeker's latest report?

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How To Become Customer Obsessed!

How To Become Customer Obsessed! | New Customer - Passenger Experience | Scoop.it
Forrester's new report, “A Customer-Obsessed Operating Model Demands A Close Partnership With Your CIO,” dives into the actions you must take to accelerate your journey to customer obsession.
Eric_Determined / Eric Silverstein's insight:

 

To accelerate your journey to customer obsession, here are the 4 key areas shared between CMO & CIO:

 

1. People

2. Process

3. Technology

4. Metrics

 

PEOPLE - Given the rate of technology change, the only thing that is certain about your customers’ expectations next year is that they will be different from today. This is the reason you need close partnership and collaboration across the entire organization.

 

PROCESS - To begin your journey, adopt a business capability focus, mapping today’s capabilities to the overall customer life cycle. Then prioritize investments that best address the outcomes your customers most value.

 

TECHNOLOGY - Successful leaders look at customer value from the outside-in—first understanding the outcomes the customer desires, and then building the technology that the business needs to continuously meet those evolving needs.

 

METRICS - Sharing KPIs that measure the outcomes you deliver to your customers focuses everyone on the right things.

 

What is your organization implementing to stay aligned with your customer desires and expectations? 

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Richard Bradley's curator insight, May 25, 7:55 AM

The impact of Technology on the customer experience - becoming customer obsessed

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Can U Control Word-of-Mouth?

Can U Control Word-of-Mouth? | New Customer - Passenger Experience | Scoop.it

"People Influence People"

Eric_Determined / Eric Silverstein's insight:

"Growing your business through targeted referrals is the 'holy grail' of new business development.

 

In this day and age of reviews and user generated content, having a baseline goal of increasing your service levels to achieve referrals should be at the top of every organization's list of priorities, and far less challenging when your entire company is aligned with this goal.

 

From the executive boardroom right down to the front lines, everyone should be aiming at finding ways to increase referrals"

 

What is your organization or favorite brand doing to increase referrals/advocacy?

 

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Yvan's curator insight, May 21, 12:12 AM
The Active Business Partner is the ultimate goal of every sales executive
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Your Why Affects Your What

Your Why Affects Your What | New Customer - Passenger Experience | Scoop.it
In the documentary The Story of Content: Rise of the New Marketing (26:54 mark), River Pools & Spas Co-Owner Marcus Sheridan shares the following about their turnaround from near bankruptcy to becoming the global leader in fiberglass pool education: “Th
Eric_Determined / Eric Silverstein's insight:

"You can’t reach your business goal without first serving the needs of your audience

 

Once we deliver consistent value to our audience, and they begin to know, like and trust us, then we can extract value from that relationship."

 

Check the great Story of Content Documentary included in this Brand Quarterly article. 

 

Are you addressing the Why for your customers?

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Digital Customer Engagement

Digital Customer Engagement | New Customer - Passenger Experience | Scoop.it
isolated, impersonal customer experiences are quickly becoming a liability. Customers expect companies to know who they are across channels and show very little patience for irrelevant messaging and ads. As such, companies are under immense pressure to leverage data to deliver personalized messages and customer experiences.
Eric_Determined / Eric Silverstein's insight:

"Customer engagement is no longer a series of one-off conversations; in this digital age, it's an ongoing dialogue spanning myriad channels and devices and requiring specific skillsets to enable seamless interactions.

 

Customers today are driven by 3 things:

 

  1. Intent
  2. Context
  3. Immediacy"

 

How will you create a frictionless experience for your customers?

 

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ROI of Social Media - #SMMW16 Takeaways

ROI of Social Media - #SMMW16 Takeaways | New Customer - Passenger Experience | Scoop.it

Often as marketers when we think about social media we think about things we can put on a spreadsheet; things like reach, likes, shares, engagement and so on. But, the ROI of social media isn’t always necessarily quantitative.

Eric_Determined / Eric Silverstein's insight:

"A lot of times the ROI of social media is qualitative. Meaning, it’s difficult to measure because what you’re measuring in social media is more about the relationships and connections that you make.

 

The reason people choose to share is usually for one of 3 reasons:

 

  1. It’s self identity. Much like picking the kind of car we drive or the coffee we drink, picking the things we share is a way to self identify ourselves.
  2. Acts of generosity and kindness. We share because we are motivated to do something nice for someone else.
  3. A symbol of love and support. Similar to an act of generosity, we share because we want to show our love and support."

 

Share your experience and other takeaways from #SMMW16? 

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Ready For Data Insight Journey?

Ready For Data Insight Journey? | New Customer - Passenger Experience | Scoop.it
A key focus for businesses has been how to meet the big data challenge. However, the emphasis has been on the quantity, rather than quality, of data and while being overwhelmed by volume, businesses have missed the real opportunity
Eric_Determined / Eric Silverstein's insight:

"True data insight can guide better business decisions and also help to mould creative communications. Having a clear picture of what your customers look like, what motivates them, what interests them, what and where they engage with communications, will ensure that the right content is created, or curated, for them. This is content that customers see value in, as is relevant to them.

 

1. What Do You Need To Understand?

 

Who are my most valuable customers, what do they engage with most, and where can I find more like them? You would then know exactly who you’re targeting and why. Understand what key customer knowledge is needed to provide the foundation for driving usable customer insight.

2.  Match ‘What You Want To Know’ With ‘What You Already Know’

Consider all of the touchpoints customers are likely to engage with; your website, your call centre, your retail sites, your partners, as well as the transactional information held in customer databases.

 

3. Collect The Data You Need… From The People You Want To Attract

 

A value exchange doesn’t necessarily need to be incentive based; useful information or access to inspirational content can be equally appealing. Whatever you offer, make sure it’s helpful, interesting and engaging.

4.  Marrying Data And Creativity

The Big Insight about your most valuable customers will come from your insight journey. It may be about what customers love about your product or brand, or equally what they hate about your competitors. It might not be product related at all but revolve around customer service – speed of delivery, how efficiently complaints are managed, how simple products are to access."

 

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Hearing Your Customers Loud And Clear

Hearing Your Customers Loud And Clear | New Customer - Passenger Experience | Scoop.it

Modern day businesses have access to an overflowing heap of customer data that can be used to work out what their customers think of them and their products, their needs and desires, and what they prioritise in their everyday lives. Information from contact centres, in-store and online shopping interactions, social media engagement, blogs, reviews and the increasingly dominant vlogs can all give useful insights on what customers are thinking and feeling.

Eric_Determined / Eric Silverstein's insight:

Are you hearing your customers loud and clear?

“We stay in business to the extent that people remember us“
 
“A brand is no longer what we tell the consumer it is, it’s what consumers tell each other it is”

Share other quotes, which one is your favorite?

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Customer experience in the age of disloyalty

Customer experience in the age of disloyalty | New Customer - Passenger Experience | Scoop.it

In the age of the aggregator, the brand is irrelevant. Columnist Blaise Lucey says it's all about the customer experience and creating compelling content that's relevant to your audience.

Eric_Determined / Eric Silverstein's insight:

"In an age where aggregators find and retrieve a thousand different options for customers to choose from, a real customer experience is not defined by products. It’s defined by interactions between brand and customers.

 

It’s up to companies to make those interactions unforgettable, wherever they happen during the customer journey."

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Trends Over The Next 5 Years | Customer Experience

Trends Over The Next 5 Years | Customer Experience | New Customer - Passenger Experience | Scoop.it

People often ask me where I see business going in the next five, 15, 20 years.

Eric_Determined / Eric Silverstein's insight:

How will you elevate your customer experience to keep pace with these business trends?

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2DiFore Marketing Solutions's curator insight, June 23, 7:43 AM

How will your business change over the next 5 years? Did you know that the average attention span of a human being was 12 seconds, that's right! Begin making changes today to capture your market.

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The Customer Experience in Sales

The Customer Experience in Sales | New Customer - Passenger Experience | Scoop.it

Would YOU Buy From You?

Eric_Determined / Eric Silverstein's insight:

Bain & Company reports that 80% of CEOs believe they deliver a superior customer experience, but only 8% of their customers agree.

 

Put yourself in your customers shoes, would you buy from you?

 

Think differently , re-evaluate your approach to make sure you deliver based on your customer needs, value preposition and expectations. Build and nurture that relationship.

 

As Barbara correctly highlights, Customer experience isn’t the next big thing in sales, it is THE thing. Are you on board?

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From Insights to Advantages!

From Insights to Advantages! | New Customer - Passenger Experience | Scoop.it

Steve Jobs understood that how it feels matters just as much as how it works. That single insight drove everything that Apple did, making it the most beloved brand and most valuable company in the world.

Eric_Determined / Eric Silverstein's insight:

"Our best ideas are born from unmet needs. The insights we gather today about what people want and how it could exist are the competitive advantages of tomorrow."

 

Are you listening to your customers? Are you making it easier for them to engage with you? What is your customer effort score?

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How To Measure Customer Loyalty?

How To Measure Customer Loyalty? | New Customer - Passenger Experience | Scoop.it

Customer loyalty plays a key role in any customer experience management program. Customer loyalty reflects the degree to which customers engage in positive behaviors toward and experience positive feelings about a company or brand. Your customer loyalty metrics plays large part in your customer experience analytics efforts; the goal of analytics is to uncover ways to improve customer loyalty.

Eric_Determined / Eric Silverstein's insight:

"3 different types of customer loyalty:

 

1. Retention loyalty – the extent to which customers will stay with you / not defect to a competitor

 

2. Advocacy loyalty – the extent to which customers will recommend your company/brand

 

3. Purchasing loyalty – the extent to which customers will expand their relationship with you by buying more and/or different products/services from you.

 

Each of these types of customer loyalty are responsible for different types of business growth. Retention loyalty leads to long-term customers who are easier to service. Advocacy loyalty brings in new customers. Purchasing loyalty increases the average revenue per customer."

 

It's important to recognize all 3 as you evaluate your performance, and make the necessary adjustments to earn your customer loyalty.

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The Age Of Talking At Consumers Is Over!

The Age Of Talking At Consumers Is Over! | New Customer - Passenger Experience | Scoop.it
If you asked me to tell you what I think the future of media and advertising will look like, I actually wouldn't tell you anything. I would, however, show you my two smartphones, where I conduct 80 percent of my daily business.
Eric_Determined / Eric Silverstein's insight:

"It's no longer enough to tell consumers what to do, where to go, why to buy.

 

If content creators want us to watch, they'll have to show us how good it is. If advertisers want us to buy, they'll have to show us how cool their products are. 

 

Mobile's omnipresence—more than half the world is now mobile connected—presages a future of highly personal, highly interactive and highly customizable ways of consuming media. 

 

When your friend or colleague sends you a video to watch or a product to check out, they are unwittingly analyzing years of data they have about you, your interests and your consumption habits.

 

We're about to enter a new universe: It's already mobile, and it will be intimate, curated and personal."

 

How well do you know your customers?

 

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5 B2Human Lessons from Apple

5 B2Human Lessons from Apple | New Customer - Passenger Experience | Scoop.it
At Apple the lessons outlined contributed to building a business that delights people around the world.
Eric_Determined / Eric Silverstein's insight:

At the end of the day, it’s not computers or devices you are selling to -- it’s people.

 

5 shareable lessons from Apple's success:

 

1. Focus on the things that matter.

 

Success comes when your company and your team focus on mastering one to two critical things. The lesson here is that it’s better to do a few things well than many things middlingly.

 

2. Customer experience is king.

 

It is much easier to increase the value of an existing customer than it is to find a new one. When you make your customer experience king, you create a happy, loyal user who is more likely to consider expanding their purchase.

 

 3. Excellence in execution.

 

Apple recognized that every consumer touchpoint in the real world and the digital world, needs to be seamless. Every aspect of the sales process and backend operation needs to be 100% on brand and flawless. Anything short of that undermines credibility and trust. 

 

4. Only those things that can scale matter.

 

Your product needs to be built for high adoption. This means your sales and product strategies also need to scale. The challenge here is to balance scale with quality and precision. 

 

5. Build a data-driven team.

 

B2B and B2C customers alike do far more research on their own and are not interested in being sold to. Instead, they prefer to gather information and make decisions independently based on what they’ve learned. Cultivate transparency within your organization, and leverage data to enable honest conversations about progress, user acquisition and retention, what is working and what is not.

 

There are no “secrets” to success in business, focus on delivering the best customer experience.

 

What additional lesson are you applying from your Apple experience?

 

 

 

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How to Improve Listening Skills for Customer Growth

How to Improve Listening Skills for Customer Growth | New Customer - Passenger Experience | Scoop.it
Research indicates that, if you want people to listen to you, you typically need four elements taking place: That’s: Authority, or your knowledge and expertise in an area Empathy, or your ability to
Eric_Determined / Eric Silverstein's insight:

4 key elements:

 

1) Authority, or your knowledge and expertise in an area

 

2) Empathy, or your ability to connect with others

 

3) Collegiality, or your tendency to collaborate and stay transparent

 

4) Education, or your background and ‘vetting’

 

By improving listening skills you impact 2 key customer experience concepts:

 

  • One-Company Leadership, where there’s alignment and smashed silos and executives are listening to each other and listening to customers

 

  • Alignment Around Experience, where customer experience is viewed as a driving force of financial growth

 

How well is your organization facilitating communication with its customers and employees, in order to better listen, validate and implement the needed changes for future growth?

 

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What Will Define The Future Of Marketing?

What Will Define The Future Of Marketing? | New Customer - Passenger Experience | Scoop.it
Just as the future of marketing involves both the left and right sides of the marketing brain, the evolution of martech requires striking balance — between data and intuition, digital and analog, structured systems and experimentation, automation and human interaction. Technology is moving closer to this balancing point, but we’re just scratching the surface of what software can do to make marketers more successful.
Eric_Determined / Eric Silverstein's insight:

1. Data Driven Creativity

2. Continuous Customer Delight

3. True Omnichannel Marketing

 

As John Greathouse points out, the future of marketing requires balance between data and intuition, digital and analog, structured systems and experimentation, plus automation and human interaction.

 

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6 Pillars B2B Customer Experience

6 Pillars B2B Customer Experience | New Customer - Passenger Experience | Scoop.it
Customer Relationships - Poor customer experience drives brand switching—a key reason for three quarters of lost customers. And customers who suffer a bad customer experience spread negative word-of-mouth.
Eric_Determined / Eric Silverstein's insight:
  1. Commitment : Being enthusiastic about satisfying customers and making them feel valued
  2. Fulfillment: Understanding and delivering on customer needs
  3. Seamlessness: Making life easier for the customer
  4. Responsiveness: Timely response, delivery, and resolution
  5. Proactivity: Anticipating customer needs and desires, strive to resolve issues before the customer feels pain
  6. Evolution: Continually seeking to improve the customer experience
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The Customer Journey Map Starts With Customers

The Customer Journey Map Starts With Customers | New Customer - Passenger Experience | Scoop.it
The customer journey map offers a new starting point for the CX work of the organization. Instead of starting with the silos, you are starting with your customers’ lives. In its simplest form, when
Eric_Determined / Eric Silverstein's insight:

"Companies that transform how they grow do so because they think about the customers at the end of their decisions. Their intent is to “earn the right” to grow by improving their customers’ lives."

 

Are you aligning your organization around your customer experience?

 

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The Importance Of Happy Endings :)

The Importance Of Happy Endings :) | New Customer - Passenger Experience | Scoop.it
Customers don't rate the quality of their overall experience by what happens moment to moment, they judge it by what happened at its peak and at the end.
Eric_Determined / Eric Silverstein's insight:

"As Business leaders and marketers we need to pay attention to the peak-end rule.

 

How you say goodbye is just, if not more important, as how you said hello."

 

I am sure we can all share stories where the experience was great then...

 

Willing to share your most recent experience?

 

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