New Customer - Passenger Experience
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Understanding the traveler #journey and deliver the right #experience

Understanding the traveler #journey and deliver the right #experience | New Customer - Passenger Experience | Scoop.it
How users engage with travel content is the topic of the latest research, showing how important compelling content is across devices for travel companies.
Eric_Determined / Eric Silverstein's insight:

There is a lot of valuable #data gathered by Expedia Media Solutions.

 

Great insight and a lot of opportunities to enhance your #customer #experience.


Any data that surprised you?


Where do you see the next trend?

 

 

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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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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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The 4 A's of Content Marketing

The 4 A's of Content Marketing | New Customer - Passenger Experience | Scoop.it

Different types of content play different roles in your marketing strategy.

An Introduction to the 4 Essential Types of Content Every Marketing Strategy Needs 

http://www.copyblogger.com/essential-content-types

Eric_Determined / Eric Silverstein's insight:

4 Content Types

 

Attraction content helps you reach a new audience and get your message in front of new people.

 

But eventually you’ll want to convince those people to trust you as an expert, so you’ll need to provide Authority content.

 

Once you’ve established authority, your message will spread through Affinity content. Affinity content is how you build a community of like-minded people that share your beliefs.

 

And it’s this community who will be your best customers. But nobody will listen to you — let alone buy from you — unless you create Action content.

 

Demian Farnworth will create a series of articles this week on these 4 key drivers, check it out!

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What Motivates Your Customers?

What Motivates Your Customers? | New Customer - Passenger Experience | Scoop.it
Here's what two New York City bagel shops sitting 200 feet apart can teach you about customer loyalty.
Eric_Determined / Eric Silverstein's insight:

"Ask any entrepreneur and they'll probably tell you it’s getting harder to forge meaningful relationships with customers, as choices for just about everything multiply. That makes the little anomalies—products that elicit real emotions—really important.

 

People think they want choices. They don't. Choices increase anxiety, do you agree?

 

Your customer’s current process will be unique. Understanding it and building a product that works hand in hand with what they do already is crucial.

 

Then, you want to frame the conversation in a way that allows your customers to easily opt into whatever you’re building. Help them skip to the bottom of that funnel they want no part of going through."

 

Brian, does this mean you will recommend for Stemless to work with Black Seed for easy pickup at their favorite coffee and bagel place... :)

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Mike Donahue's curator insight, April 15, 9:49 AM
A good article that shows how easy it is to be wrong about why people are choosing your brand, and how that can leave you wondering how you lost your customers.
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What Gets Measured - Gets Improved!

Marketers instinctively know their work impacts the bottom line, but don’t always know which work is making the biggest impact. That's where data comes in.
Eric_Determined / Eric Silverstein's insight:

"Marketers who use data as a foundation of their marketing strategies have learned to implement the following tactics :

 

· Get a complete picture of consumer behavior in order to apply the appropriate resources to the right engagements at the right time to best reach their audiences

· Optimize spend and ROI across all channels based on performance, not budget allocation

· Create the most resonant brand experience to target consumers

· Understand the data around engagement and be able to act on it

· Know which marketing channel is the best driver of revenue"

 

Michael Jones @PepperJam shared the above from a similar article on the importance of data when it comes to marketing strategies. http://www.adotas.com/2016/04/to-offer-great-customer-experiences-marketers-need-analytics/

 

"It's important to recognize that Marketing affects every person that interacts with your brand and nearly every group in your organization, so it’s no stretch to say effective marketers have a huge impact – positive or negative – on a company's growth and profitability." Rachael Lambert @Intercom

 

Make sure you set clear goals and measure all relevant data points, what you can measure can be improved.

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Marketing in 2016 - Key Findings!

Marketing in 2016 - Key Findings! | New Customer - Passenger Experience | Scoop.it
"The CMO's currency is the customer - customer voice, customer value, valence, and often, the experience itself." -
Eric_Determined / Eric Silverstein's insight:

Vala Afshar shares insight from Salesforce State Of Marketing 2016 report. 

 

Key categories with 55 statistics:

 

- Priority and success measures

- Marketing alignment with business leadership

- Customer journey strategy

- Integrating the customer experience

- Tech adoption

- Marketing channels - real time channel orchestration

- ROI - Mobile - Email - Social

- Advertising accelerates on social platforms

 

Any surprises?

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Marketing Is Everyone's Job?

Marketing Is Everyone's Job? | New Customer - Passenger Experience | Scoop.it
It was HP co-founder, David Packard, of all people, who came up with one of my all-time favorite quotes on marketing, specifically that "marketing is too important to be left to the marketing department." This quote is often mentioned in the same breath as these famous Peter Drucker quotes: “Because the purpose of business is to…
Eric_Determined / Eric Silverstein's insight:

"Marketing is the whole business seen from the point of view of the customer" 

 

Dave Kellogg shares the strategic and tactical roles.

 

 

Everything we do should be about the customer, empower all employees to play a role, give them a clear strategic vision and the tools to succeed,  you'll be amazed by the results.

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BSN's curator insight, March 31, 10:05 AM

"Marketing is the whole business seen from the point of view of the customer"

Laura Godin's curator insight, March 31, 5:53 PM

"Marketing is the whole business seen from the point of view of the customer" 

 

Dave Kellogg shares the strategic and tactical roles.

 

 

Everything we do should be about the customer, empower all employees to play a role, give them a clear strategic vision and the tools to succeed,  you'll be amazed by the results.

Kate Marsh's curator insight, April 1, 8:19 AM

"Marketing is the whole business seen from the point of view of the customer" 

 

Dave Kellogg shares the strategic and tactical roles.

 

 

Everything we do should be about the customer, empower all employees to play a role, give them a clear strategic vision and the tools to succeed,  you'll be amazed by the results.

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Most Brand Stories - Are You Ready To Standout?

Most Brand Stories - Are You Ready To Standout? | New Customer - Passenger Experience | Scoop.it
Start what the marketer needs to say, not with what the customer wants to hear.
Eric_Determined / Eric Silverstein's insight:

A Brand Is No Longer What We Tell The Consumer It Is. It's What Consumers Tell Each Other It Is.

 

Bernadette shares key actionable items.

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Samuel Pavin's curator insight, March 29, 3:07 AM

A Brand Is No Longer What We Tell The Consumer It Is. It's What Consumers Tell Each Other It Is.

 

Bernadette shares key actionable items.

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Apps Now Bots?

Apps Now Bots? | New Customer - Passenger Experience | Scoop.it
If Facebook announces the "Messenger Bot Store" at F8, as many predict, it would be arguably the most consequential event for the tech industry since Apple..
Eric_Determined / Eric Silverstein's insight:

Data drives many of the new business decisions, on the other side there is a large amount of consumer interaction that happens in the "dark".

 

With greater interaction happening across chat based applications, bots may become the new app store of tomorrow.

 

The simpler you make it for customers, the greater results you can anticipate for your business.

 

If I can text "I need a ride home", an immediate reply comes back with the time my ride will arrive, who the driver is, along with address, I saved 3 or more steps from opening an app.

 

 

How are you capitalizing across chat channels?

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Samuel Pavin's curator insight, March 23, 3:12 AM

Data drives many of the new business decisions, on the other side there is a large amount of consumer interaction that happens in the "dark".

 

With greater interaction happening across chat based applications, bots may become the new app store of tomorrow.

 

The simpler you make it for customers, the greater results you can anticipate for your business.

 

If I can text "I need a ride home", an immediate reply comes back with the time my ride will arrive, who the driver is, along with address, I saved 3 or more steps from opening an app.

 

 

How are you capitalizing across chat channels?

wolfgang gauss's curator insight, March 24, 12:12 PM

Data drives many of the new business decisions, on the other side there is a large amount of consumer interaction that happens in the "dark".

 

With greater interaction happening across chat based applications, bots may become the new app store of tomorrow.

 

The simpler you make it for customers, the greater results you can anticipate for your business.

 

If I can text "I need a ride home", an immediate reply comes back with the time my ride will arrive, who the driver is, along with address, I saved 3 or more steps from opening an app.

 

 

How are you capitalizing across chat channels?

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Why Relationships?

Why Relationships? | New Customer - Passenger Experience | Scoop.it
The Chief Relationship Officer is more than a touchy-feely, warm and fuzzy job title. The role is often business development, positioned between marketing, sales, and customer success. The role
Eric_Determined / Eric Silverstein's insight:
 

"People prefer doing business with people they know, like, and trust (Bob Burg).

 

Having an extensive network of relationships can:

  • raise awareness of your business (relationship marketing)
  • deliver more opportunities or efficiencies (strategic partnerships)
  • create value-added customer experiences (customer relationships)

 

From a relationship economics perspective, building relationships is a valuable investment that has its own currency, reputation capital, and professional net worth (David Nour).

 

Relationships can be perceived as cash-flow generating assets and if managed properly, can yield a return on relationship (Ted Rubin, Kathryn Rose).

 

Managing your relationships has the ability to increase revenue (raised awareness, partnerships, etc..) while decreasing the cost of acquiring that revenue (reduced cost of sales). 

 

From a qualitative perspective, a relationship focus can make your business more human, more appealing. A sharing, relationship mindset can be applied to all aspects of your externally facing business to make a human-to-human connection (Bryan Kramer).

 

In an age of ever-increasing noise, a business needs to remain, not only relevant but meaningful. This can be accomplished by seeking mutually beneficial opportunities between your business and followers (Kare Anderson).

 

And the best way to deliver this is by reclaiming the lost art of conversation (Sherry Turkle), in order to build trust and true friendships (Dorie Clark)."

  

 

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Sebastián Muñoz's curator insight, March 19, 5:57 AM
 

"People prefer doing business with people they know, like, and trust (Bob Burg).

 

Having an extensive network of relationships can:

raise awareness of your business (relationship marketing)deliver more opportunities or efficiencies (strategic partnerships)create value-added customer experiences (customer relationships)

 

From a relationship economics perspective, building relationships is a valuable investment that has its own currency, reputation capital, and professional net worth (David Nour).

 

Relationships can be perceived as cash-flow generating assets and if managed properly, can yield a return on relationship (Ted Rubin, Kathryn Rose).

 

Managing your relationships has the ability to increase revenue (raised awareness, partnerships, etc..) while decreasing the cost of acquiring that revenue (reduced cost of sales). 

 

From a qualitative perspective, a relationship focus can make your business more human, more appealing. A sharing, relationship mindset can be applied to all aspects of your externally facing business to make a human-to-human connection (Bryan Kramer).

 

In an age of ever-increasing noise, a business needs to remain, not only relevant but meaningful. This can be accomplished by seeking mutually beneficial opportunities between your business and followers (Kare Anderson).

 

And the best way to deliver this is by reclaiming the lost art of conversation (Sherry Turkle), in order to build trust and true friendships (Dorie Clark)."

  

 

Konstantinos Kalemis's curator insight, March 21, 5:34 AM
 

"People prefer doing business with people they know, like, and trust (Bob Burg).

 

Having an extensive network of relationships can:

raise awareness of your business (relationship marketing)deliver more opportunities or efficiencies (strategic partnerships)create value-added customer experiences (customer relationships)

 

From a relationship economics perspective, building relationships is a valuable investment that has its own currency, reputation capital, and professional net worth (David Nour).

 

Relationships can be perceived as cash-flow generating assets and if managed properly, can yield a return on relationship (Ted Rubin, Kathryn Rose).

 

Managing your relationships has the ability to increase revenue (raised awareness, partnerships, etc..) while decreasing the cost of acquiring that revenue (reduced cost of sales). 

 

From a qualitative perspective, a relationship focus can make your business more human, more appealing. A sharing, relationship mindset can be applied to all aspects of your externally facing business to make a human-to-human connection (Bryan Kramer).

 

In an age of ever-increasing noise, a business needs to remain, not only relevant but meaningful. This can be accomplished by seeking mutually beneficial opportunities between your business and followers (Kare Anderson).

 

And the best way to deliver this is by reclaiming the lost art of conversation (Sherry Turkle), in order to build trust and true friendships (Dorie Clark)."

  

 

ismokuhanen's curator insight, March 22, 7:55 PM
 

"People prefer doing business with people they know, like, and trust (Bob Burg).

 

Having an extensive network of relationships can:

raise awareness of your business (relationship marketing)deliver more opportunities or efficiencies (strategic partnerships)create value-added customer experiences (customer relationships)

 

From a relationship economics perspective, building relationships is a valuable investment that has its own currency, reputation capital, and professional net worth (David Nour).

 

Relationships can be perceived as cash-flow generating assets and if managed properly, can yield a return on relationship (Ted Rubin, Kathryn Rose).

 

Managing your relationships has the ability to increase revenue (raised awareness, partnerships, etc..) while decreasing the cost of acquiring that revenue (reduced cost of sales). 

 

From a qualitative perspective, a relationship focus can make your business more human, more appealing. A sharing, relationship mindset can be applied to all aspects of your externally facing business to make a human-to-human connection (Bryan Kramer).

 

In an age of ever-increasing noise, a business needs to remain, not only relevant but meaningful. This can be accomplished by seeking mutually beneficial opportunities between your business and followers (Kare Anderson).

 

And the best way to deliver this is by reclaiming the lost art of conversation (Sherry Turkle), in order to build trust and true friendships (Dorie Clark)."

  

 

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The Secret To Online Community Success

The Secret To Online Community Success | New Customer - Passenger Experience | Scoop.it

 

You wouldn’t begin building a house without architecture and design in place.  But that’s what many companies do when they decide to build a branded online community.  They select a technology platform and quickly move to the implementation stage without ...
Eric_Determined / Eric Silverstein's insight:

 

Hint, it's not Technology!

 

Investing in developing a relationship with valuable members of your community is essential. 

 

Here are 7 key questions you need to answer before you build your community:

 

  1.  Who Will The Community Serve?
  2.  What Is That Audience’s Pain Point?
  3.  How Can An Online Community Make The Pain Go Away?
  4.  What Kind Of Community Should I Build?
  5.  Do We Have The Community Building Characteristics We Need To Succeed?
  6.  How Will We Generate Content?
  7.  How Are We Going To Measure Success?

 

According to a McKinsey Study, marketing-inspired word-of-mouth generates more than twice the sales of paid advertising, and these customers have a 37% higher retention rate.

 

 

 

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Samuel Pavin's curator insight, March 14, 2:14 AM

 

Hint, it's not Technology!

 

Investing in developing a relationship with valuable members of your community is essential. 

 

Here are 7 key questions you need to answer before you build your community:

 

 Who Will The Community Serve? What Is That Audience’s Pain Point? How Can An Online Community Make The Pain Go Away? What Kind Of Community Should I Build? Do We Have The Community Building Characteristics We Need To Succeed? How Will We Generate Content? How Are We Going To Measure Success?

 

According to a McKinsey Study, marketing-inspired word-of-mouth generates more than twice the sales of paid advertising, and these customers have a 37% higher retention rate.

 

 

 

Francesca Adinolfi's curator insight, March 15, 4:53 AM

 

Hint, it's not Technology!

 

Investing in developing a relationship with valuable members of your community is essential. 

 

Here are 7 key questions you need to answer before you build your community:

 

 Who Will The Community Serve? What Is That Audience’s Pain Point? How Can An Online Community Make The Pain Go Away? What Kind Of Community Should I Build? Do We Have The Community Building Characteristics We Need To Succeed? How Will We Generate Content? How Are We Going To Measure Success?

 

According to a McKinsey Study, marketing-inspired word-of-mouth generates more than twice the sales of paid advertising, and these customers have a 37% higher retention rate.

 

 

 

ismokuhanen's curator insight, March 22, 7:58 PM

 

Hint, it's not Technology!

 

Investing in developing a relationship with valuable members of your community is essential. 

 

Here are 7 key questions you need to answer before you build your community:

 

 Who Will The Community Serve? What Is That Audience’s Pain Point? How Can An Online Community Make The Pain Go Away? What Kind Of Community Should I Build? Do We Have The Community Building Characteristics We Need To Succeed? How Will We Generate Content? How Are We Going To Measure Success?

 

According to a McKinsey Study, marketing-inspired word-of-mouth generates more than twice the sales of paid advertising, and these customers have a 37% higher retention rate.

 

 

 

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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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15 examples of artificial intelligence in marketing

15 examples of artificial intelligence in marketing | New Customer - Passenger Experience | Scoop.it
Artificial intelligence (see the Wikipedia definition), specifically machine learning, is an increasingly integral part of many industries, including marketing.
Eric_Determined / Eric Silverstein's insight:

Is there anything AI can't do?

 

Ben @Econsultancy shares 15 key examples of AI in Marketing:

 

1. Recommendations/content curation

2. Search engines3. Preventing fraud and data breaches4. Social semantics5. Website design6. Product pricing7. Predictive customer service8. Ad targeting9. Speech recognition10. Language recognition11. Customer Segmentation12. Sales forecasting13. Image recognition 14. Content generation15. Bots, PAs and messengers 
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Humans + Bots = ?

Humans + Bots = ? | New Customer - Passenger Experience | Scoop.it

Pairing new technologies with human assistants will result in tremendous new products which promise to enhance our lives.

Eric_Determined / Eric Silverstein's insight:

"Although messaging is the way users communicate with each other, it’s not how they interact with businesses. That is, until now.

 

Of all the ways humans communicate, texting might be the most direct. Text carries less superfluous information than other ways of sending information. With text, there are no voice intonations to decipher or accents to understand, no facial gestures to interpret, and no body language to translate. Text is something computers can understand and process quickly and it’s why messaging is a great place for humans and A.I. to work together to serve customer needs.

 

Today, there are primarily three solutions when you seek assistance.

 

Either send users through fully automated prompts (like an annoying call routing robot), send them to human helpers, or — the most common and perhaps most burdensome option for the user — ask them to fend for themselves on the company’s website.

 

– An assistant-as-app is an interface designed to enable users to accomplish complex tasks through a natural dialogue with an assistant.

 

– Since they look like chats, conversational interfaces feel familiar (see the California Roll Rule).

 

– Expect to see assistant-as-apps expand throughout consumer and enterprise applications.

 

– An assistant-as-app works best in certain situations:

  1. When a user wants to accomplish a singular goal but has too many options.
  2. When a user does not enjoy browsing through the options.
  3. When data entry is easy but processing and analysis is hard.
  4. When the traditional screen interface is too complicated or small.
  5. When a trusted relationship helps.
  6. When a request does not have to be completed immediately."

 

 

What yet-untapped opportunities do you see for assistant-as-app in the years to come?

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Paul STAELEN's curator insight, April 20, 5:06 PM
Tout le projet Encastore... rdv dans 5 semaines
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Performance minus Expectations = Satisfaction

Performance minus Expectations = Satisfaction | New Customer - Passenger Experience | Scoop.it
The first step in exceeding your customer's expectations is to know those expectations. -Roy H. Williams
Eric_Determined / Eric Silverstein's insight:

"Expectations are funny things:

 

  • Customers have them, but they are not in control of them, not in control of the outcomes.
  • Customers have them, but companies must know them and understand them.
  • Companies set them (brand promise, service delivery, documentation, etc.), yet they have trouble delivering against them (consistently)."

 

Check the great interview that follows with Annette Franz & Stan Phelps

 

Next steps for your #CX - 3D from Stan Phelps:

1. Discovery

2. Designing

3. Deployment

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Be Everywhere... And Be Ready!

Be Everywhere... And Be Ready! | New Customer - Passenger Experience | Scoop.it
Marketing is always changing, but what if you knew what was coming? This new report demonstrates what is coming and how marketers should prepare.
Eric_Determined / Eric Silverstein's insight:

“The experience is the marketing and the experience is what drives performance.” - JPMorgan Chase CMO Kristin Lemkau.

 

Marketo and The Economist Intelligence Unit share their findings on the path to 2020.

 

Do you agree that the pace of change over the last 5 years is nothing compared to what will happen over the next 5 years?

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Customers want - Always or Delight ?

Customers want - Always or Delight ? | New Customer - Passenger Experience | Scoop.it
Jeanne responds to Gary Friedman’s all-caps message to his staff about developing a better customer experience with a nine-point plan to actually do just that.
Eric_Determined / Eric Silverstein's insight:

Having passion for getting it right for customers is great, but before you can consider delight, you need to make sure you focus on consistency.

 

Jeanne Bliss shares a great example from Restoration Hardware, then shares valuable insight for the CEO.

 

Never lose sight of what matters to your customers first. Shep Hyken wrote a great piece on the importance of earning your customers’ trust by following through and creating a predictable experience." 

 

http://sco.lt/8jyah7

 

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BSN's curator insight, April 1, 7:30 AM

Having passion for getting it right for customers is great, but before you can consider delight, you need to make sure you focus on consistency.

 

 

 

JunoPark's curator insight, April 2, 11:27 PM

Having passion for getting it right for customers is great, but before you can consider delight, you need to make sure you focus on consistency.

 

Jeanne Bliss shares a great example from Restoration Hardware, then shares valuable insight for the CEO.

 

Never lose sight of what matters to your customers first. Shep Hyken wrote a great piece on the importance of earning your customers’ trust by following through and creating a predictable experience." 

 

http://sco.lt/8jyah7

 

Konstantinos Kalemis's curator insight, April 4, 6:53 AM

Having passion for getting it right for customers is great, but before you can consider delight, you need to make sure you focus on consistency.

 

Jeanne Bliss shares a great example from Restoration Hardware, then shares valuable insight for the CEO.

 

Never lose sight of what matters to your customers first. Shep Hyken wrote a great piece on the importance of earning your customers’ trust by following through and creating a predictable experience." 

 

http://sco.lt/8jyah7

 

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All Roads Lead to Digital Disruption

All Roads Lead to Digital Disruption | New Customer - Passenger Experience | Scoop.it
Companies that aren’t traveling along a digital path—with workers and customers at the forefront of their digital plans—will face an insurmountable roadblock.
Eric_Determined / Eric Silverstein's insight:

"First you need to recognize that all roads lead back to people!

 

Then all parallel roads lead to the wide open spaces of digital disruption, do you agree?

 

According to a study from Accenture, titled “2016 Technology Vision Report,” they highlight 4 key tenets:

 
 

1. Data: It supports insight-driven decision-making everywhere.

2. Disruption: A strong vision of how technology allows better processes and creates new ecosystems is essential.

3. Digital Trust: With change comes risk, so ensuring digital offerings are secure, ethical and respectful of privacy will separate high performers from also-rans.

4. Change: Accepting change is crucial throughout the business."

 

I absolutely agree with Patrick "Winners in the new digital economy must create corporate cultures where technology empowers people to evolve, adapt and drive change."

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wolfgang gauss's curator insight, March 31, 4:30 AM

"First you need to recognize that all roads lead back to people!

 

Then all parallel roads lead to the wide open spaces of digital disruption, do you agree?

 

According to a study from Accenture, titled “2016 Technology Vision Report,” they highlight 4 key tenets:

 
 

1. Data: It supports insight-driven decision-making everywhere.

2. Disruption: A strong vision of how technology allows better processes and creates new ecosystems is essential.

3. Digital Trust: With change comes risk, so ensuring digital offerings are secure, ethical and respectful of privacy will separate high performers from also-rans.

4. Change: Accepting change is crucial throughout the business."

 

I absolutely agree with Patrick "Winners in the new digital economy must create corporate cultures where technology empowers people to evolve, adapt and drive change."

JunoPark's curator insight, April 2, 3:50 AM

"First you need to recognize that all roads lead back to people!

 

Then all parallel roads lead to the wide open spaces of digital disruption, do you agree?

 

According to a study from Accenture, titled “2016 Technology Vision Report,” they highlight 4 key tenets:

 
 

1. Data: It supports insight-driven decision-making everywhere.

2. Disruption: A strong vision of how technology allows better processes and creates new ecosystems is essential.

3. Digital Trust: With change comes risk, so ensuring digital offerings are secure, ethical and respectful of privacy will separate high performers from also-rans.

4. Change: Accepting change is crucial throughout the business."

 

I absolutely agree with Patrick "Winners in the new digital economy must create corporate cultures where technology empowers people to evolve, adapt and drive change."

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Digital Disruption - What are the lessons?

Digital Disruption - What are the lessons? | New Customer - Passenger Experience | Scoop.it
Everyone knows that marketing has changed dramatically over the past decade.  Indeed, it continues to change rapidly today.  While there are many contributing factors to the whirlwind we’re experiencing — search, social, mobile, content, big data, and so on
Eric_Determined / Eric Silverstein's insight:

"In a digital world, marketing is inherently entangled in the dynamics of software."

 

3 Key drivers:

 

1) Agile Marketing

2) Innovation & Scalability

3) Marketing Managers as Product Managers

 

Scott Brinker shares a great image on this new relationship.

 

 

 

 

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wolfgang gauss's curator insight, March 26, 4:25 AM

"In a digital world, marketing is inherently entangled in the dynamics of software."

 

3 Key drivers:

 

1) Agile Marketing

2) Innovation & Scalability

3) Marketing Managers as Product Managers

 

Scott Brinker shares a great image on this new relationship.

 

 

 

 

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

"In a digital world, marketing is inherently entangled in the dynamics of software."

 

3 Key drivers:

 

1) Agile Marketing

2) Innovation & Scalability

3) Marketing Managers as Product Managers

 

Scott Brinker shares a great image on this new relationship.

 

 

 

 

Antonio Ormachea's curator insight, March 28, 11:00 AM

"In a digital world, marketing is inherently entangled in the dynamics of software."

 

3 Key drivers:

 

1) Agile Marketing

2) Innovation & Scalability

3) Marketing Managers as Product Managers

 

Scott Brinker shares a great image on this new relationship.

 

 

 

 

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100 Questions To Ask About Your DIGITAL BUSINESS

Do you know the key digital questions to ask about your business? Cognizant suggests the 100 key digital questions you need to be asking to connect the digital…
Eric_Determined / Eric Silverstein's insight:

Valuable data and insights. Any surprises?

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Antonio Ormachea's curator insight, March 28, 11:00 AM

Valuable data and insights. Any surprises?

Sebastián Muñoz's curator insight, March 29, 6:19 AM

Valuable data and insights. Any surprises?

Patrick Smith's curator insight, March 31, 4:16 AM

Valuable data and insights. Any surprises?

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Follow Your Customers!

Follow Your Customers! | New Customer - Passenger Experience | Scoop.it
The story of ideas that fly is really the story of the people who adopt them. It’s how the realisation of their dreams collides with what we create that makes an innovation meaningful.
Eric_Determined / Eric Silverstein's insight:

"These shortcuts are called desire paths. Not only do they tell us where people have been, they leave clues about why people go where they go and do what they do. These well-worn routes often become more relevant than the planned ones. They tell the story of the community that made them."

 

People are taking the path of least resistance, time is their #1 asset, ask @Garyvee :)

 

As Bernadette highlights above, there are clear signs out there, you don't need to re-invent the wheel, make sure you are paying attention and give plenty of chances for your customers to engage / provide feedback.

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ismokuhanen's curator insight, March 22, 7:52 PM

"These shortcuts are called desire paths. Not only do they tell us where people have been, they leave clues about why people go where they go and do what they do. These well-worn routes often become more relevant than the planned ones. They tell the story of the community that made them."

 

People are taking the path of least resistance, time is their #1 asset, ask @Garyvee :)

 

As Bernadette highlights above, there are clear signs out there, you don't need to re-invent the wheel, make sure you are paying attention and give plenty of chances for your customers to engage / provide feedback.

Antonio Ormachea's curator insight, March 28, 11:01 AM

"These shortcuts are called desire paths. Not only do they tell us where people have been, they leave clues about why people go where they go and do what they do. These well-worn routes often become more relevant than the planned ones. They tell the story of the community that made them."

 

People are taking the path of least resistance, time is their #1 asset, ask @Garyvee :)

 

As Bernadette highlights above, there are clear signs out there, you don't need to re-invent the wheel, make sure you are paying attention and give plenty of chances for your customers to engage / provide feedback.

Antonio Ormachea's curator insight, March 28, 11:03 AM

"These shortcuts are called desire paths. Not only do they tell us where people have been, they leave clues about why people go where they go and do what they do. These well-worn routes often become more relevant than the planned ones. They tell the story of the community that made them."

 

People are taking the path of least resistance, time is their #1 asset, ask @Garyvee :)

 

As Bernadette highlights above, there are clear signs out there, you don't need to re-invent the wheel, make sure you are paying attention and give plenty of chances for your customers to engage / provide feedback.

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Get Personal, It's Business!

Get Personal, It's Business! | New Customer - Passenger Experience | Scoop.it
There is an old saying that goes, “It’s not personal; it’s just business.” This statement is complete rubbish. I think business is personal, especially when you are trying to build a relationship with
Eric_Determined / Eric Silverstein's insight:

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

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ismokuhanen's curator insight, March 22, 7:57 PM

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

Michael Allenberg's curator insight, March 26, 3:37 PM

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

Antonio Ormachea's curator insight, March 28, 11:03 AM

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.