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3 Signs Your Customer Experience Isn’t As Good As You Think It Is

3 Signs Your Customer Experience Isn’t As Good As You Think It Is | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Valuable insight from Michel.

 

Importants steps to help you better evaluate what your customers are experiencing.

 

In the below Target case study, clearly they should have known about their online ordering process limitation. But they did not "inspect" the process themselves.

 

http://ericdetermined.blogspot.com/2013/11/how-target-missed-their-target.html

 

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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
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3 Elements of a Remarkable #Brand

3 Elements of a Remarkable #Brand | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Sean Womack shows why purple cows may not be your best approach, although for Milka lovers, it's another story :)


3 key deliverables for a successful brand:


1) Meaningful to your customer

2) Unique from your competitors

3) Deliverable by your company


Do you have a brand in mind that follows the purple cow syndrome?

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What is #customer #experience and how do you measure it?

What is #customer #experience and how do you measure it? | New Customer - Passenger Experience | Scoop.it
Can you even measure it? Taken at face value, customer experience (CX) seems like a rather intangible term, one that you'd think could only be referred to anecdotally.
Eric_Determined / Eric Silverstein's insight:

"In measuring #customer #experience, you’re no longer just measuring the impact of key touchpoints in the #journey, you're measuring the actual #relationship between your company and the customer, and this can indeed be an entirely emotion based connection."


Do you agree with the above?

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The Rise of the #Relationship Economy

The Rise of the #Relationship Economy | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

When you focus on a positive #customer #experience across the entire journey, you establish the foundation of building a relationship with your customers, then you consistently deliver on this experience to drive #loyalty


Which brand do you value that nurtures their relationship well?


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3 ways to WOW your #customers!

3 ways to WOW your #customers! | New Customer - Passenger Experience | Scoop.it
Are you driving your customers crazy with a clunky customer experience and antiquated approach to customer service? Here are three ways to combat this, ideas I suggest as a customer experience and customer service consultant to my clients when they sense growing frustration levels among their customers. (Time is not on [...]
Eric_Determined / Eric Silverstein's insight:

3 Key deliverables:


1) Make it EASY for your customers

2) Personalization

3) "Get to them first"


On this last item, share a recent experience where they got to you first and that really impressed you?


Insight @micahsolomon @Forbes

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The ServiceMag's curator insight, October 14, 4:34 AM

There's another way of describing this without using 'stupid' and it's simply about studying demand, realising purpose from a customer's perspective and designing activities around them.

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Are you "freshening" your #Customer #Experience?

Are you "freshening" your #Customer #Experience? | New Customer - Passenger Experience | Scoop.it
Any meaningful service, any meaning customer experience will start to get stale over time. Service signatures, scripted interactions, and product offerings that delighted customers at first will get copied, replicated, and bastardized over time.
Eric_Determined / Eric Silverstein's insight:

Chef O’Connell puts this well: “Cultivating loyalty is a tricky business. It requires maintaining a rigorous level of consistency while constantly adding newness and a little surprise—freshening the guest experience without changing its core identity"


Do you agree?


My recommendation is to make sure you involve your loyal customers in defining the level of change needed.


Make sure to empower everyone within your organization to delight your customers based on their individual experience.

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Top 10 Strategic Predictions for 2015 and Beyond #GartnerSYM

Top 10 Strategic Predictions for 2015 and Beyond #GartnerSYM | New Customer - Passenger Experience | Scoop.it
Gartner’s Symposium/ITxpo 2014 in Orlando, Fla. is in full swing — and the Twitter stream is abuzz with snippets and quotes from keynotes and sessions focusing on a digital first world, business units as technology startups, the rise of smart machines and digital humanism – all feeding the event’s theme around digital business. This morning Microsoft CEO Satya Nadella seemed to captivate the audience during a packed keynote. He emphasized that the company wants to excel a Topic: Digital Marketing.
Eric_Determined / Eric Silverstein's insight:

“Digital Business is Driving ‘Big Change,’” Gartner’s list makes it clear that, for businesses to survive in the digital world, they need to invest in #customer #experience and predictive analytics.


What other trend do you foresee?

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How to link Social engagement with real Business results!

How to link Social engagement with real Business results! | New Customer - Passenger Experience | Scoop.it
Your marketing efforts are somehow wasted if you invest lots of time and money in Social Media strategies that aren't linked to the real world. How to be successful with Social Media Strategies? Case study with a few brands.
Eric_Determined / Eric Silverstein's insight:

As you can see on the poster image, @Nordstrom highlights shoes in their stores that have been "pinned" on their @Pinterest page.


Marc Jacobs ran a promotion based on visitors in-store and their #social #media interaction.


While these examples apply to businesses that have store fronts, linking your online and offline strategies help deliver an #Omni-Channel #experience.


Can you share other campaigns and brands you may have experienced?


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Kim Swagemakers's curator insight, October 7, 11:31 AM

a few nice examples to efficiently link your social meida efforts to the real world by literally bringing Foursquare, Facebook, Pinterest, Twitter and the good old QR code into your store.

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Happy Customers Mean Loyal Customers - are you ready to deliver positive #CustExp?

Happy Customers Mean Loyal Customers - are you ready to deliver positive #CustExp? | New Customer - Passenger Experience | Scoop.it
In the best of all worlds, happy customers mean loyal customers. Loyal customers talk, create buzz and can be an advocate that leads to more customers. Customers want an exceptional experience and wi…
Eric_Determined / Eric Silverstein's insight:

Lisa shares 4 key insight to deliver positive #customer #experiences.


These require buy-in across the entire organization, is your company committed?


Make sure your strategy is clearly communicated, the right investments are being implemented, you listen to your customers every step of the way, then adapt as necessary.



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Mike Ellsworth's curator insight, October 2, 7:12 PM

Well are ya? 

 

Via @Eric_Determined 

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#Customer Experience success starts with the right Company #Culture - Agree?

#Customer Experience success starts with the right Company #Culture - Agree? | New Customer - Passenger Experience | Scoop.it
VideoCustomer Experience is a buzzword and for good reason. CX leaders outpace industry laggards by a significant margin. Senior leaders understand retention and loyalty are key success factors in the success of their organization. Yet, most organizations make three big mistakes in customer experience. In my opinion, they are: 1. Focusing solely on the customer. Employees [...]
Eric_Determined / Eric Silverstein's insight:

To deliver on #Customer #Experience, you first need to have the right Company #Culture.


Stan Phelps shares his 3D rule to establishing an organization constitution.


Do you agree? 

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Don’t Down-size the Store. Right-size the Experience!

Don’t Down-size the Store. Right-size the Experience! | New Customer - Passenger Experience | Scoop.it
Don’t Down-size the Store. Right-size the Experience
Eric_Determined / Eric Silverstein's insight:

Doug Stephens shares key insight from a published article earlier in the year.


All deliverables are still very relevant today!


You can see some of them being applied with Macy's latest move:


http://fortune.com/2014/09/24/macys-tech/


What would you like to see changed or improved in your in-store experience?


Smart-fitting rooms equipped with iPads is a great way to relieve stress points for customers, and stores to enhance #customer #experience.

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Michael Allenberg's curator insight, September 29, 9:03 AM

Great piece merging #ServiceDesign with #ExperienceDesign. #DesignHolistically

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What can #Predictive #Data #Analytics do for you?

What can #Predictive #Data #Analytics do for you? | New Customer - Passenger Experience | Scoop.it
Have you ever dreamed about learning what products your customers would be the most likely to buy in advance? How great would it be if you could maximize your profits by determining the highest price a customer will pay for a product? What if you could...
Eric_Determined / Eric Silverstein's insight:

Would you agree that Predictive Analytics is a continuously evolving target?


Nonetheless, technology and data capture has enabled us to better understand our customers, and engage with them in a more efficient manner.


It's great to see these latest examples across top brands, and the results in:


- Customer Engagement

- Revenue Increases

- Targeted Promotions

- Pricing

- Inventory Management

- Minimizing Fraud

- Better Customer Service

- Lower Costs

- Analyze Data in Real Time


Share your thoughts.



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Roberto Nocera's curator insight, September 24, 3:44 AM

the new frontier of customer satisfaction #cxm

Mike Ellsworth's curator insight, September 25, 5:03 PM

Predictive analytics and Big Data are big trends. This is a good article that explains why.

 

Via @Eric_Determined

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What is ZMOT vs UMOT in the Customer Experience Journey?

What is ZMOT vs UMOT in the Customer Experience Journey? | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Are you delivering the right experience to your customers across each moment of truth?


The ultimate moment of truth is when your customer share their positive experience with their friends and peers.



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Does #Mobile Payments play a critical role to Mobile #Customer #Journeys?

Does #Mobile Payments play a critical role to Mobile #Customer #Journeys? | New Customer - Passenger Experience | Scoop.it
On Tuesday, Apple held a special event out in Cupertino where they made major announcements and unveiled the latest additions to their product line for the 2014 holiday season. As Jason Bateman put it: Is there a better day in … Continued
Eric_Determined / Eric Silverstein's insight:

Do you agree with  Apple CEO Tim Cook statement?  


"Most people that have worked on [mobile payments] have started by focusing on creating a business model that was centered around their self-interest instead of focusing on the user experience."


@Googlewallet focused on the customer too, but did not win over merchants, which impacts the overall user experience.


Will you be using #ApplePay?

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Michael Allenberg's curator insight, September 18, 8:48 AM

The future of #integratedExperiences.

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The 7 Pillars of #Customer Centricity

The 7 Pillars of #Customer Centricity | New Customer - Passenger Experience | Scoop.it
1. Experience: Make the customer experience easy, enjoyable and convenient. Companies that excel in customer experience make their customers so happy that they want to share their positive interactions with your brand.

2. Loyalty: Reward and recognize customers in a consistent way that is relevant to how they want to be rewarded. Loyal companies reward shoppers in ways that are meaningful to customers.

3. Communications: Personalize the message to customers, based upon what they buy, and in a way they like. Highly communicative companies provide tailored, relevant communications based on customer preferences.

4. Assortment: Have the right products and a strong variety to meet customers’ needs. Companies shouldn’t necessarily have the widest selection of products, but they should stock the ones their customers want.

5. Promotions: Leverage promotions on the items that are most appealing and often purchased by current customers. Companies with successful promotions programs promote the products that matter the most to customers.

6. Price: Provide prices that are perceived to be in line with what the customer is looking for on the products they purchase most often. Brands don’t have to be the price leaders, but they do need to have pricing that customers perceive as fair.

7. Feedback: Hear and recognize customer concerns. Companies that rank high in customer feedback have a two-way conversation and emotional connection with their customers.

Customer centricity isn’t just about making customers like you. Recent research demonstrates that when customers perceive a company as being “right for them,” it correlates to long-term revenue growth. Home Depot recently increased sales to $19.7 billion by offering a varied assortment of products, many of which can be personalized to a customer’s needs. Global beauty retailer Sephora has focused on the pillar of experience by using interactive products, self-serve counters and soft-sell sales tactics.  Since then, Sephora has grown to more than 1,400 stores in 30 countries with annual sales of about $4.4 billion.

How can marketers help foster that kind of growth for their own businesses? It’s crucial to focus strategies, operations and activities on the people who are ultimately responsible for a company’s success: loyal customers.  

True growth—and the customer centricity that drives it—is not accomplished by a strong rallying cry or a catchy slogan. A company must understand its customers’ behaviors and attitudes and have the internal processes in place to create a cultural change within the organization. By aligning deep customer insights with communications and operational processes, and identifying gaps in performance among the seven pillars of customer centricity, a company can drive sustainable results.
Eric_Determined / Eric Silverstein's insight:

Do you agree with The 7 Pillars?


1. Customer Experience


2. Loyalty


3. Communications


4. Assortment in Product and Services


5. Promotions


6. Price


7. Feedback


A company must understand its customers’ behaviors and attitudes and have the internal processes in place to create a cultural change within the organization. By aligning deep customer insights with communications and operational processes, and identifying gaps in performance among the seven pillars of customer centricity, a company can drive sustainable results.


Great insight @Dunnhumby

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Important Lessons From @Google

Today we all live and work in the Internet Century, where technology is roiling the business landscape, and the pace of change is only accelerating. In their n…
Eric_Determined / Eric Silverstein's insight:

Eric Schmidt created this entertaining @slideshare highlighting the fundamentals that make @Google work.


In the end, those same fundamentals should be applicable to all businesses, don't you agree?



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wow-a2z's curator insight, October 18, 11:07 AM

Some valuable information for us all

B.L. Ochman's curator insight, October 19, 8:17 PM

reading the book. get it!

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20 #Customer #Service Tips

20 #Customer #Service Tips | New Customer - Passenger Experience | Scoop.it
Here's a bonanza of tips for improving the customer service and customer experience in your organization today and over the weeks to come. 1. First impressions matter. Walk up to, and into, your establishment with the eye of a customer. A customer perception is his reality, and a first impression is [...]
Eric_Determined / Eric Silverstein's insight:

Looking back at #NCSW14, here are 20 great tips!


Who do you think offers "Free #Customer #Service Consulting"?


You will get your best answers from them!


Share which one did you find most valuable?

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Laura Armbruster's curator insight, October 15, 9:48 AM

#6 is my pet peeve (when there isn't one) and #17 is my favorite - so important!

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The #Customer #Experience Management Lesson

The #Customer #Experience Management Lesson | New Customer - Passenger Experience | Scoop.it
let's face it: when you buy something you want it to be easy to get, function flawlessly, and allow you to move forward in your life or business. That encapsulates what customer experience management is all about: companies that can make it easier and nicer to get what you need in life/business are the companies you'll say good things about and come back to.
Eric_Determined / Eric Silverstein's insight:

As Lynn correctly points out:


"When you buy something you want it to be easy to get, function flawlessly, and allow you to move forward in your life or business. That encapsulates what #customer #experience management is all about: companies that can make it easier and nicer to get what you need in life/business are the companies you'll say good things about and come back to."


Technology is certainly an important tool to mine #data and provide immediate access to insight, but it will take a proper customer journey mapping to understand the goals, needs and overall touch points your customers are engaged with your brand. Then make sure all levels of your organization understand how their involvement impact the customer journey.


In a recent experience, which brand delighted you?


Similarly, share a recent poor experience?

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Think #Customer first, not #Mobile first !?

Think #Customer first, not #Mobile first !? | New Customer - Passenger Experience | Scoop.it
These were the "5 things everyone needs to know about UX" (as the image is a little grainy)...

1. Data has clues, not answers
2. User Experience starts sooner than you think!
3. Your Design Agency are an enemy of User Experience
4. Responsive Design is not a UX panacea
5. Rip up your roadmap if you want to improve User Experience
Eric_Determined / Eric Silverstein's insight:

The @FatFace example is a perfect reminder how important it is for your business to have a clear #customer #journey map, understanding the variety of touch points and how they interact across the journey.


Can you share other mobile sites that can be improved?

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Wearables will interact with IoT to create new experiences!

Wearables will interact with IoT to create new experiences! | New Customer - Passenger Experience | Scoop.it
The Apple Watch release in early 2015 will set the stage for wider enterprise adoption of wearables. Are you ready?
Eric_Determined / Eric Silverstein's insight:

JP Gownder @Forrester provides key insight into what we should expect across new #wearables:


1) Access

2) Navigation

3) Payments


Apple should help with greater exposure, but new companies such as @Nymiband and others are looking to carve out a share of the new customer experiences these devices will offer.


Which functionality would you like to have on your future wearable?



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Roberto Nocera's curator insight, October 15, 4:26 PM

preparing the next tech wave about wearables.  New frontier for the customer experience #cxm #wearable #customerexperience #iot

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Apply the "Sports" approach to your Business...

Apply the "Sports" approach to your Business... | New Customer - Passenger Experience | Scoop.it
Straight Talk on Strategic Issues
Eric_Determined / Eric Silverstein's insight:

Great lessons from great coaches such as John Wooden, Phil Jackson and Don Shula.


- Make sure everyone understand and believe in the overall strategy


- Every member have clear roles and responsibilities


- Employee experience will have a direct impact on your customer experience


"Success for the individual only happens when the whole team wins!"


The entire organization needs to be aligned - Focus on listening to your customers and deliver on your brand promise - You are bound to Win!


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Nikolaj Opstrup's curator insight, October 4, 11:23 AM

This is particularly important for innovation teams where diversity is a prerequisite for conflicts that unleash the true power of creativity. If diverse team members are not properly aligned and share the overall vision, this conflict results in poor performance and mistrust.

William Marignan's curator insight, October 14, 5:26 AM

sport et business font bon ménage.

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Everyone focuses on #Mobile, but instead you should focus on Mobility!

Everyone focuses on #Mobile, but instead you should focus on Mobility! | New Customer - Passenger Experience | Scoop.it
“There’s a big acceleration of millennials expecting content on demand and optimized for any device,” pointed out research guru Jason Dorsey, who specializes in Gen Y. “It would be naïve to say that TV doesn’t reach them, but when looking at how they take in entertainment and information via mobile devices, TV is not where it is at.”
ESPN, which dominates so much of DVR-proof live sports programming, appears on the winning side, however. This past April, the cable net revealed that the majority of consumers of its digital video content tuned in via smartphones and tablets, reaching a peak of 57 percent in August. As a result, ESPN is working to enhance high-def mobile viewing to service consumers and advertisers.
Eric_Determined / Eric Silverstein's insight:

While this article focuses on Advertising across #Mobile platforms, #data clearly shows that the focus should be on overall mobility instead. Do you agree?


Consumers will want access to whatever they want, across any platform, wherever they are and whenever they want.


For this reason, you need to make sure you can deliver a positive #customer #experience at every touch point of your customer #journey.



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5 Creative #Marketing Campaigns

5 Creative #Marketing Campaigns | New Customer - Passenger Experience | Scoop.it
Omaginarium's Monday Marketing Master review, featuring the top 5 most creative marketing campaigns in recent years
Eric_Determined / Eric Silverstein's insight:

As we are about to start a new week, here are 5 creative #marketing campaigns share by Suzen.


These are great examples addressing:


- Customer pain points

- Leveraging #social #media channels

- Content marketing

- Product 

- Community & Goodwill 


All focused on engaging customers and delivering outstanding #customer #experiences


Which one is your favorite?

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What's the Difference: #Customer #Journey Map vs Customer Lifecycle Map?

What's the Difference: #Customer #Journey Map vs Customer Lifecycle Map? | New Customer - Passenger Experience | Scoop.it
Are you really mapping the customer journey, or are you just looking at the customer lifecycle? Which one should you be using to improve the customer experience?
Eric_Determined / Eric Silverstein's insight:

You can see from the slide the different elements you need to deliver. But the #customer #Journey map is the basis for understanding how, when and where your customers interact with your brand, then you need to make sure you deliver a consistent experience across all touch points and channels. 


Annette provides clarity in the differentiation between lifecycle and journey.


Share your thoughts.

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Roberto Nocera's curator insight, September 25, 3:27 AM

it's a great article that explain the difference between the customer journey and the customer experience lifecycle.  #cxm

Tonya McKinney's curator insight, September 26, 7:33 AM

I prefer customer engagement maps....it's not about steps, it's about the quality of interaction.

 

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#Customer #Experiences are not just an aspect of your business, they are your business!

#INBOUND13 http://inbound.com INBOUND 2013 kicks off with a remarkable vision video re-imagining the way companies and people interact.
Eric_Determined / Eric Silverstein's insight:

While this was the #Inbound13 opening video, and they just ended their #Inbound14 event, this video is still a great way to get everyone engaged and share their thoughts on their latest #customer #experiences.



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5 Tips to Digital Marketing

5 Tips to Digital Marketing | New Customer - Passenger Experience | Scoop.it
Marketing Strategy - With every passing day, getting noticed by your audience is becoming more and more difficult. Being in the right place, at the right time, in front of the right people ...
Eric_Determined / Eric Silverstein's insight:

In adopting practices, make sure you always think of your customer experience within each step


1. Target the right audience (Uber)

2. Pay attention to the important numbers (Pink Cake Box)

3. Project clear goals and corresponding messages (Kiva)

4. Be accessible on the go (BuzzFeed)

5. Connect and collaborate (Ana White)


What would you add to your Digital Marketing approach?





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Kaitlyn Fahey's curator insight, September 18, 6:42 PM

Love tip #5 - connect and collaborate. Not only does it save you time, but it gives you a greater variety in content. Add a team members to collaborate with,  connect with your followers, and watch your social presence flourish.