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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 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 www.snapcious.com - mobile social engagement
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Engagement Secret Sauce...

Engagement Secret Sauce... | New Customer - Passenger Experience | Scoop.it
Customer Relationships - What makes social networks so addicting? Here are four ways to apply their tools and tactics to your own online properties and keep your audiences from straying.
Eric_Determined / Eric Silverstein's insight:

4 key lessons from #social networks to drive better #engagement across your channels:


1. Content fuels everything


2. If it's not real time, then it's stale


3. Don't just give them something to look at, give them something to do


4. Foster connections between people


Social media #marketing no longer lives exclusively on social media. It needs to exist everywhere a consumer is interacting with your brand, especially #mobile , do you agree?



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The 4P's Of Marketing Are Dead, Now Just One C - The Customer!

The 4P's Of Marketing Are Dead, Now Just One C - The Customer! | New Customer - Passenger Experience | Scoop.it
He used stats and facts to make the point that the opinions of friends and family members – and sometimes even strangers – are more powerful than any advertising a company might pay for. The point is to be so good that your customers not only think about you, but also talk about you.
Eric_Determined / Eric Silverstein's insight:

Great lessons learned at IBM Amplify #NewWayToEngage


Shep @Hyken shares some of his favorite quotes, I particularly like: 


Engagement is interaction w/ intention that goes beyond concern for the transaction. 

 

If something is to be top-of-mind, it is likely to be tip-of-tongue. 

 

Important facts: opinions of friends and family members – and sometimes even strangers – are more powerful than any advertising a company might pay for. The point is to be so good that your customers not only think about you, but also talk about you - Do you agree?

 

The customer uses mobile one day & desktop the next. To the co. it’s #omnichannel. To the customer it’s all the same. 

 

@Starbucks: Not in the coffee biz serving people. In the people biz serving coffee. 

 

Customer data is a commodity. Anyone can buy it. How you use it? That’s the differentiator.

 

When co’s joint venture, first think about the impact to your customer. Second think about the impact to the bottom line. 

 

Which one is your favorite quote?

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Social Optimization for Content Marketing

Social Optimization for Content Marketing - Content Marketing Conference - Cynthia Johnson - RankLab
Eric_Determined / Eric Silverstein's insight:

"Don't pull ideas out of thin air!"


Cynthia shares a valuable step by step on how to leverage #social #media to help connect with your core audience, and deliver the right #content #marketing campaign.



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Customer Retention Strategies: A Definitive Guide

Customer Retention Strategies: A Definitive Guide | New Customer - Passenger Experience | Scoop.it
Customer retention refers to activities that a company undertakes in order to keep their customers from deflecting to their competitors. Check out this guide to learn more about the benefits of customer retention and how to apply it in your own business.
Eric_Determined / Eric Silverstein's insight:

“The single most important thing is to make people happy. If you are making people happy, as a side effect, they will be happy to open up their wallets and pay you.”


Key areas to focus on:


1. Create a customer service mindset


2. Make sure your employees are happy too


3. Have a better understanding of your customers


4. Segregate your customers


5. Always think about convenience


6. Make it easy for customers to reach you


 7. Maximize technology


8. Study your process and improve it


Your customer retention efforts must focus on building and sustaining #relationships and on improving and adding value to the entire #customer #experience .


Pay attention, listen and make your customers feel that they matter to you.


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Navigating the new digital divide

Navigating the new digital divide | New Customer - Passenger Experience | Scoop.it
Deloitte Digital's third digital influence study explores the widening divide between consumers' expectations and retailers' ability to deliver on them.
Eric_Determined / Eric Silverstein's insight:

Digital interactions are expected to influence 64 cents of every dollar spent in retail stores by the end of 2015!


Deloitte shares valuable insight in this #infographic


#Mobile influence plays a critical role.


"Consumers usage of smartphones in-store for price checking declines by 30 percent since last year. Consumers are likely advancing in their sophistication - using mobile more often for inspiration and idea generation earlier in their shopping process, and not simply as price comparison vehicle."




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Andria Younger's curator insight, May 15, 9:48 AM

Do you manage customers digital expectation?

Sue Walsh's curator insight, May 17, 7:36 PM

The divide certainly is widening ... however I propose that a new breed of digital entrepreneur (who gets the customer) is appearing ... and they are the ones starting to close the gap!!  

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Do Your Customers Know Your Brand Promise?

Do Your Customers Know Your Brand Promise? | New Customer - Passenger Experience | Scoop.it
Create a brand that attracts AND keeps customers… with a little help from our world-class contributors in this issue of Brand Quarterly. A primetime radio host sharing insights from Gene Simmons, Barbara Corcoran and Kevin Jonas, right through to highly respected experts discussing creativity, leadership, ROI, customer service, influencers, tightropes, guardians and zombies - yes, even zombies! That’s what’s in store for you within this issue’s digital pages - and more...
Eric_Determined / Eric Silverstein's insight:

"Customer Partnership is #Loyalty on Steroids"


Shep Hyken shares valuable insight in this Brand Quarterly article (page 28 to 31). Let me know if you have trouble accessing the online magazine.


"Simplify your #brand promise, then work on building your #customer partnerships.


A business needs to meet its customers needs, at the same time create a human connection that endears the customer to their business.


If your customer perceptions are in line with your brand promise, you have taken a major step toward meeting and exceeding their expectations, and earning their loyalty - ultimately their ownership of your brand promise"


Which one is your favorite brand promise quote?

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Why Investing in #Customer #Experience is so important - #Infographic

Why Investing in #Customer #Experience is so important - #Infographic | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

"You have to start with the #Customer #Experience, and work back toward the technology" - Steve Jobs


Which statistic surprised you the most?

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lea plagnol's curator insight, May 11, 3:39 PM

#customer #experience #trends #marketing

Alex Delfosse's curator insight, May 12, 11:49 AM

This infographic certainly appears to be number porn. It's worth noting that the author uses a designated color to allow the numbers to stand out. The author also relates the information in a visual sense. overall I think this is an excellent infograph however some of the text is a little challenging to read.

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Real Time Marketing: Are You Ready?

Real Time Marketing: Are You Ready? | New Customer - Passenger Experience | Scoop.it
We live in a real-time world. Real-time marketing continues to explode. Consider the Ellen selfie tweet from last year’s Oscars, ...
Eric_Determined / Eric Silverstein's insight:

"It’s crucial to understand tomorrow’s conversations today so you can make the proactive decisions necessary to be relevant to their stakeholders."


Valuable insights from David Clark at Blab:

 

"You need to align the people, processes, and systems to create an operating model that is efficient and adaptive…one that is able to work at the speed of the customer, versus the speed of the company. 

 

 

Creating an agile, adaptive marketing function requires a new way of working for most organizations. It embraces speed and change at its core, and demands that people, objectives, KPIs, processes, and systems are aligned.

 

 

Selecting the datasets and technologies is essential to achieving your ROI, so be choosy – understand your overall objectives first and then find the datasets and technologies that specifically support your goals.

 

 

For companies and brands to engage with their customers in a way that creates affinity, it is critical to become part of conversations that are relevant to these customers.

 

 

As Forrester Research stated in 2014, “Push Marketing is dead … Use scalable, affordable big data machine learning technologies to get prediction insights with compressed ‘time to insights’. Then change the ‘how’ and ‘when’ you apply insights.”

 

Share your thoughts?

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DTS000's curator insight, May 6, 8:13 AM

Staying up with the latest.....

CIM Academy's curator insight, May 7, 4:51 AM

Does real time marketing play a leading role in your organisation? This article discusses the foundations for integrating this into the marketing mix.

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6 Characteristics of Great Storymaking

6 Characteristics of Great Storymaking | New Customer - Passenger Experience | Scoop.it
Here are six characteristics of great storymaking, from being authentic to fan-inspired, from brands that are masters at storymaking.
Eric_Determined / Eric Silverstein's insight:

How important is storymaking?


"We see a shift away from broadcast-era mentality of #storytelling to a new approach where marketers build on stories that people #share with each other.


Yet #storymaking needs to be dissected so that anyone can identify it, learn from it, and #engage in it themselves."


Great insight from David Berkowitz. 


Would you be more willing to share your friends user generated content or branded campaigns?


Share your thoughts on the 6 characteristics:


1. Participatory

2. Fan-inspired

3. Decentralized

4. Unpredictable

5. Reciprocal

6. Authentic

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DTS000's curator insight, May 6, 8:15 AM

What's Your story and who is hearing it?

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25 Predictions For What Marketing Will Look Like In 2020

25 Predictions For What Marketing Will Look Like In 2020 | New Customer - Passenger Experience | Scoop.it
The future according to brand and agency leaders at GE, Vice, Percolate, Taco Bell, adam&eveDDB, and 72andSunny.
Eric_Determined / Eric Silverstein's insight:

"Most Branded Content will come from consumers"  - Do you agree?


Great insight from creative brands and agencies. 


Which statement or ideas do you agree with most, or which one do you think is unlikely?

#Mobile #SocialMedia #VirtualReality #Personalization #UGC #2wayConversation #Community #Data #Technology #SocialGood #Culture #CX #Metrics #RealTime #Storytelling
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DTS000's curator insight, May 6, 8:16 AM

The future of marketing? ...Really?...

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Get Personal!

Get Personal! | New Customer - Passenger Experience | Scoop.it
Sure— it is easy to jump on the “technology can sometimes make life more complicated” bandwagon; but there are many, many ways to have an optimistic outlook on technology’s capabilities. That’s perhaps not a surprise coming from me, given the role that I play in Digital for McDonald’s Corporation. But why shouldn’t we embrace technology for the good it can do — personally and professionally? Nowadays, technology is one of the main ways we are all connected; it is increasingly how we experience e
Eric_Determined / Eric Silverstein's insight:

When you look at this image from Go-Globe, you can see how far we've come with technology. While we can do more, it has also become a noisier world - how do you stand out?


1) Building and nurturing #customer #relationships

2) Delivering #personal #experiences


In this article by Julia Vander Ploeg, she highlights the commitment and investments McDonald's are putting in place to better understand their customers, listen and #engage in meaningful ways.


Get Personal, you'll be amazed at the results! #ImLovinIt 

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Rhonda Hailey's curator insight, April 29, 10:33 AM

1) Building and nurturing #customer #relationships

2) Delivering #personal #experiences

 

You find the greatest infographics #Eric_Determined / Eric Silverstein.

 

I totally agree and my motto is: "The more #digital the world gets the more #personal we must get."  We help our partners stand out from the noise with a good old fashioned #personal visit. We deliver gifts, and make #exclusive recommendations. 

 

We create a #warm market lead, leave them with a #warm fuzzy feeling, and assist partners with the #relationship building process through #meaningful followup. It's #High Touch in a #High Tech World.

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What Do Your Employees Know About Customer Experience?

What Do Your Employees Know About Customer Experience? | New Customer - Passenger Experience | Scoop.it
Image courtesy of xianrendujia: What do your employees know about customer experience? I’ve been talking about the importance of employees to the customer experience since my days at J.D. Power…
Eric_Determined / Eric Silverstein's insight:

"Without your employees, you have no customer experience.


The linkage between #employee #engagement and #customer #experience has been proven."


As Sir Richard Branson said:  "if you run a business, put on top your employees, then your consumers followed by your shareholders"

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Christelle Alvine Nkondog's curator insight, April 27, 7:43 AM
The world copes to profound changes both technology and conceptually. This is not without effect on businesses. This being so, with the globalization, the cyber word, environmental challenges, wavering customer loyalty, shortage of work, enterprises face today unprecedented challenges of adaptation. Having regard to all challenges, innovation has become a matter of survival, better than that, the knowledge economy is now based on the productivity of the brain. The company must focus not only on functional benefits customers, but also on the emotional social benefits. Therefore, with the arrival of new technology, companies must pay as much attention both how client live the experience of their brand numerically and direct contact. yet, there are still cases where employees are not trained constantly, knowledge is not updated in relation to the progress of technology. This makes that, those are disconnected from the customer experience where as scientific research has proven that the best way to retain is to focus on the customer experience. Employees should therefore "get into customer skin" and experience every part of the concession through their perspective. The aim being to be overall customer experience at every point of contact with the concession. In short, customer satisfaction remains an endless race. but, run smarter, can cause the conversion of customer satisfaction in customer loyalty. So, employees should, not only be updated conceptually and technologically, buy also learn and know more about the customer experience.
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Why You Don’t Need A Digital Strategy

Why You Don’t Need A Digital Strategy | New Customer - Passenger Experience | Scoop.it
Technology is not oil to lubricate; it’s oxygen to grow ideas and change business.
Eric_Determined / Eric Silverstein's insight:
Here are some great quotes from the article:"In 2015 it seems foolish to have a digital or mobile strategyyou just need a business strategy for the modern world."

"We shape our tools and then our tools shape us: a classic Marshall McLuhan quote that most perfectly explains the current business reality."


" The real power of electricity allowed factories to be arranged in totally different ways, to reduce staffing, work 24/7, make new things and, above all else, relocate from locations near fuel to areas near ports and population for workers."


"Technology is not oil to lubricate; it’s oxygen to grow ideas and change business. Modern businesses need to disrupt themselves at the very core, empowered by what new behavior and new technology make possible."


Share which quote was your favorite? 


At the end of the day, it starts and end with your customers.

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Jean-Marie Grange's curator insight, April 27, 1:51 PM

"Digital transformation is not about a digital department, a mobile strategist won’tsave yourcompany.[...]. It’s a philosophy that all must adopt."

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Experience is the Brand

We are in the business of selling emotions not stuff. Stuff is cheap and easy to copy. Emotion, however is a priceless, individual, unique experience. In this …
Eric_Determined / Eric Silverstein's insight:

"We are in the business of selling emotions, not stuff"


Valuable insight shared by Graham D Brown via slideshare. Here are a few additional quotes, which one is your favorite?

 

"And the most powerful experience is the feeling of belonging"

 

"They will soon forget what your #brand said, but they will always remember how you made them feel!"

 

"Brand = People + Culture + Metrics"

 

"Brand is not a strategy, it’s who you are as a business!"

 

"Every customer has a story to tell, every #story builds your brand"

 

"Your brand is as good as the last conversation"

 

"One’s role isn’t to police and protect the brand but to make it as shareable as possible"

 

"Hello to #emotions and fans"

 

"Hello to #conversations"

 

"Say Hello to attention, #empathy and #social space"

 

"Embrace co-creation"

 

"Embrace customer #storytelling"

 

"Embrace #recommendation"

 

"Embrace shareability"

 

"Because #experience is only real when shared!"


Love that last statement, how about you?

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How To Create A Loyal Following

How To Create A Loyal Following | New Customer - Passenger Experience | Scoop.it
I’m going to let you in on a little secret… There’s another approach that’s guaranteed to help your startup build buzz without the time and expense associated with digital marketing campaigns. If you really want to make a splash, what you need is an army of advocates.
Eric_Determined / Eric Silverstein's insight:

"How to break into noisy digital environments and capture the interest of people whose attention spans are shorter than ever."


1. Listen to your audience

2. Find a way to help

3. Measure the impact of your efforts

4. Reward customers


The lessons above are applicable from startups to well established brands, do you agree?


Valuable insight @sujanpatel @noahkagan @buffer @neilpatel via @thenextweb

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Why Bad Customer Experiences Happen - #Infographic

Why Bad Customer Experiences Happen - #Infographic | New Customer - Passenger Experience | Scoop.it
It’s inevitable that customer service experiences will sometimes fail. No organization is immune from bad customer service happening at point in time. Fact of the matter is that customer service is an intensely human experience subject to humanity’s faults and shortcomings.
Eric_Determined / Eric Silverstein's insight:

"Although speed is critical to #customer #experience, it’s often #communication, or the lack of it, that really drives customers away."


Whether it's customer facing, or with your employees, communication is key to success, do you agree?


It's about understanding your customer expectations at every #touchpoint of their #journey. Make sure you deliver the right information, level of access and interaction. The easier you make it for your customers, the more positive #engagement you will receive. 

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Darcy Bevelacqua's curator insight, May 19, 9:37 AM

A great customer experience is dependent on understanding the customer needs and responding quickly to solve problems. Every organization has some bad customer experiences -take care of them and customers will forgive you and stay around. 

Maurice Couture's curator insight, May 19, 10:12 AM

Ces résultats démontrent encore une fois l'importance d'un bon service à la clientèle, notamment de répondre bien et rapidement aux demandes des clients. Les avis en ligne sont de plus importants et les avis les plus longs sont associées à des clients insatisfaits. 

Sun Social SEO's curator insight, May 22, 8:56 AM

Online reviews are one of the "Four Pillars" of digital presence.

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Content Marketing Ideas? - Ask Data!

Content Marketing Ideas? - Ask Data! | New Customer - Passenger Experience | Scoop.it
Even the best ideas are backed by some sort of data. If you’re going to be investing time and resources into creating content, you should want to make sure that it’s going to resonate with your audience and help you achieve your content marketing goals.
Eric_Determined / Eric Silverstein's insight:

“If it isn’t worth measuring, it isn’t worth doing.”  Do you agree that this is key for #content #marketing ?

 

"Marketers don’t need magical entities to help generate content ideas. Content ideas can (and should be) driven by data.

 

Important #Data points to review:


Content Performance Data (Views, Leads/Conversions, Time on Page, Comments, #Social #Media data)

 

Industry Data (Data from popular industry topics or websites, Data from Trends)

 

Qualitative Data (Talk to your team, Talk to your customers)

 

As Ann Handley writes, your content should be “useful, inspired, and pathologically empathetic to the needs of the people you are trying to reach.” 

 

Even the best ideas are backed by some sort of data. If you’re going to be investing time and resources into creating content, you should want to make sure that it’s going to resonate with your audience and help you achieve your content marketing goals."

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Social loyalty programs - What does it mean?

Social loyalty programs - What does it mean? | New Customer - Passenger Experience | Scoop.it
This is critically important. According to an IBM-eConsultancy study, nearly 90% of marketers agree that personalizing the customer experience is critical to success, but 78% of consumers said the average brand doesn’t understand them as an individual. The result is that 49% of consumers switched providers over the past year. Brands that are able to bridge this divide and provide tailored offers and rewards are kicking off a virtuous cycle where customers return because they feel understood, know their needs will be met, and will, in turn, be willing to share even more personal information with the retailer and share their great experience with their social networks. In fact, retailers that have turned their focus to social loyalty have increased brand engagement by up to eight times.
Eric_Determined / Eric Silverstein's insight:

"Nearly 90% of marketers agree that personalizing the #customer #experience is critical to success, but 78% of consumers said the average brand doesn’t understand them as an individual."


Serious disconnect! 


"Brands that are able to bridge this divide and provide tailored offers and rewards are kicking off a virtuous cycle where customers return because they feel understood, know their needs will be met, and will, in turn, be willing to share even more personal information with the retailer and share their great experience with their #social networks.


In fact, retailers that have turned their focus to social #loyalty have increased #brand #engagement by up to 8 times!"


Insight @IBM @Forrester

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Irresistible Customer Experience - Loyalty

Irresistible Customer Experience - Loyalty | New Customer - Passenger Experience | Scoop.it
Irresistible customer experience loyalty comes from consistency of caring not rigid procedures. DOs & Don'ts fr The People Skills Coach™ Leadership Teamwork
Eric_Determined / Eric Silverstein's insight:

Do's and Don'ts of Irresistible #Customer #Experience - #Loyalty


Kate Nasser shares clear points in her Irresistible Customer Experience series.


Is the key phrase: building #Relationship ?


Share your thoughts on the key points.

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Jean-Marie Grange's curator insight, May 12, 9:28 AM

"Serve the customer not the metric. Serve the customer and you’ll meet the metric"

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Content is dead. Long live the conversation.

Content is dead. Long live the conversation. | New Customer - Passenger Experience | Scoop.it
Does content marketing need to evolve so it doesn’t go the way of the humble pager?
Eric_Determined / Eric Silverstein's insight:

"Content is simply one of many mediums to convey the real currency in which we all aspire to obtain: #TRUST "


Great insight shared between Geoffrey Colon and Chris Sheen


"Companies have become so focused on creating #content and #storytelling that they’ve stopped #listening to their customers."


"Trust is built on listening, talking, listening again. It's also built on admitting where your weaknesses are as much as your strengths."


"One-way communication is only ever going to last so long before people want to be able to respond and get their own opinion across. "

Brands need to establish a two way communication with their customers across all channels, in order to start building the right #relationship, earning trust and gaining #loyalty. Do you agree?


We see great opportunities in #visual #conversations via #mobile @SNAPCIOUS


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#CX Disconnects - 5 Steps to Creating the RIGHT Customer Experience

#CX Disconnects - 5 Steps to Creating the RIGHT Customer Experience | New Customer - Passenger Experience | Scoop.it
Customer Experience is maturing. I rarely hear the phrase “customer service” anymore, and most business leaders know what acronyms like CX and VoC mean – without even Googling them.
Eric_Determined / Eric Silverstein's insight:

“A brand is no longer what we tell the consumer it is – it is what consumers tell each other it is.”

 

Lonnie Mayne shares valuable insight across 5 key steps every organization should implement.


"Last year, Gartner declared #customer #experience “the new competitive battleground.”  As you embark upon the fight for market share, be wise in the strategies and tactics you deploy. While you should learn from the past, the only sure way to win and keep the hearts, minds and dollars of your customers is to take time to create an authentic environment -- one made up of individual experiences that are true to the #relationship you want with your customers. And then, push yourself elegantly beyond that goal."


In your experience, which step has been the most difficult for some brands to implement?

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Chrissie Webber 'Powering Business Potential''s curator insight, May 5, 4:41 AM

Customer Service has changed dramatically and social media is at the heart of this change. Businesses who use social media as part of their marketing mix really have to take their service to a new level to compete in a market where word of mouth is viral. Read this great article for a better insight into the issue. 

Darcy Bevelacqua's curator insight, May 5, 4:32 PM
#Customer Experience is more imporatant and knowing how to get your organization engaged will be critical to your success.
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Marketing Technology - Automation & Agility, missing anything?

Marketing Technology - Automation & Agility, missing anything? | New Customer - Passenger Experience | Scoop.it
marketing technology, automation and agility
Eric_Determined / Eric Silverstein's insight:

“Technology is only as good as the story.”  Anne Handley @MarketingProfs


Great insight and interview with Scott Brinker

 

"In a nod to Steve Blank, the best way for marketers to maintain a “human connection” with their market is to get out of the building. Go meet customers face-to-face. Observe them in their natural habitat. Talk with them, don’t just do sanitized market research surveys.

 

"The best advice for architecting your #marketing #technology stack is to “design for change.”

 

The most exciting transformation underway today is the shift from marketing being primarily in the business of communications to being in the business of #experiences "


What did you take away from the interview?





#Data #Storytelling #CustomerRelationship

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Why People Share - The Psychology of Social Sharing

Why People Share - The Psychology of Social Sharing | New Customer - Passenger Experience | Scoop.it
How do you get more people to share your content? It’s a simple question that lacks a simple answer. But, perhaps it’s not as complicated as you think. In a …
Eric_Determined / Eric Silverstein's insight:

The Psychology of #Social Sharing - Valuable insight shared through NY Times study:


1. To bring valuable and entertaining content to others.  49% say sharing allows them to inform others of products they care about and potentially change opinions or encourage action.


2. To define ourselves to others. 68% share to give people a better sense of who they are and what they care about


3. To grow and nourish our #relationships. 78% share information online because it lets them stay connected to people they may not otherwise stay in touch with


4.Self-fulfillment. 69% share information because it allows them to feel more involved in the world


5.To get the word out about causes or #brands. 84% share because it is a way to support causes or issues they care about


Would you add any additional reasons?

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Ángeles Mirón Martín's curator insight, April 30, 2:42 AM

Interesting....

DTS000's curator insight, May 2, 5:21 PM

Determine the reasons your audience is using social media so you can better tailor your message to match their needs.

Kate Hauer's curator insight, May 3, 10:38 AM

they psychology of sharing

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The New DNA Of Customer Experience Value

The New DNA Of Customer Experience Value
Eric_Determined / Eric Silverstein's insight:

Share your thoughts on this new DNA of #Customer #Experience Value


Developed by @CXGAsia

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Nina Lappalainen's curator insight, April 29, 1:04 AM

The New DNA Of Customer Experience Value

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5 disciplines of customer experience leaders

5 disciplines of customer experience leaders | New Customer - Passenger Experience | Scoop.it
Designing experiences that consistently impress and stand out from the crowd remains a difficult endeavor, and companies often falter after an initial burst of energy. By addressing five key questions, customer experience leaders develop the capabilities to make the design process more effective and more repeatable for new products or new markets.
Eric_Determined / Eric Silverstein's insight:

As you look to improve your #customer #experience, make sure you address each question thoroughly:


1. What do we want to stand for in the eyes of our customers?

2. Which handful of actions will generate the most impact with our target customers?

3. How can we use customer feedback to promote learning and behavior change among employees?

4. When we put ourselves in the customer's shoes, what aspects of the experience need to change?

5. How can we anticipate and mitigate the risks, in order to sustain the changes?


Leadership need to have those questions answered:


1. Which groups are the most critical in order to carry out the required changes?

2. How can we equip each group for success?

3. Who can best support and influence the groups?


Share a recent experience within your company undergoing such changes.

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