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14 #Customer #Experience Predictions For 2014

14 #Customer #Experience Predictions For 2014 | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Valuable insight from Jeannie Walters clearly defining the different areas that will impact the #customer #experience.


The end goal is the last point:


"There will be several times in 2014 when you’ll shake your head in disbelief at how wonderful something is. You’ll post images on social media about the best ones, and rave to friends about the corner store/the customer service rep/the bank who showed you they care."


We are all looking forward to such positive experiences.


Any additional trends you would anticipate?



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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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Leading Change - The What, How & Now

Leading Change - The What, How & Now | New Customer - Passenger Experience | Scoop.it

“Loss is nothing but change and change is nature’s delight.” – Marcus Aurelius.

 

No matter where you look today, it seems as though once mighty organizations are tumbling down on a routine basis.  Think Compaq, Circuit City, Borders, Blockbuster, and more.  No industry is immune.  Be it automakers, microchip producers, ride-sharing providers, or leading retailers, organizations are failing at an accelerated rate.

 

So what’s behind this relentless pattern of disruption and destruction?

Eric_Determined / Eric Silverstein's insight:

How will your business keep up with changes?

John Michel provides 5 key recommendations.

I can't stress enough the importance to communicate early and often across the entire the organization.

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4 Stages of Customer Engagement

4 Stages of Customer Engagement | New Customer - Passenger Experience | Scoop.it

Are you still following the old rules?

Eric_Determined / Eric Silverstein's insight:

"The kind of long-term customer relationships you want don’t happen because the text on the ‘buy now’ button says the right thing. They are fostered when the customer trusts your brand to be the kind she wants to be aligned with and come back to."

 

How well do you know your customers?

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Lessons From Pokemon Go

Lessons From Pokemon Go | New Customer - Passenger Experience | Scoop.it

Pokémon GO is a phenomenon that is capturing the attention of Millennial gamers and digital baby boomers alike. What lessons about technology adoption, gamification, data analytics and engagement can your business learn from this mobile app?

Eric_Determined / Eric Silverstein's insight:

As @Garyvee highlights: "Pokémon GO plays off of nostalgia, which is a huge draw in app culture. It taps into emotions and storytelling that gives that brand a foot into the door of their consumers’ hearts."

You can't rely on your cash cow forever, look where the market is heading and make the necessary investments. Nintendo for a long time focused on their console business, now after several years of losses jumped both feet into the mobile gaming & engagement space.

@JimMarous shares great lessons one can apply to the banking industry in this  @FinancialBrand article.

What lesson will you apply to elevate  your mobile experience for your customers?

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Jean Lie's curator insight, July 12, 3:17 AM
Pokémon GO is a phenomenon that is capturing the attention of Millennial gamers and digital baby boomers alike. What lessons about technology adoption, gamification, data analytics and engagement can your business learn from this mobile app?
The Vx Group's curator insight, July 15, 3:42 PM

Unless you’ve been living under a rock, you’ve heard about the incredibly popular Pokémon Go phenomenon.

In a very short time, this augmented reality game where the user catches Pokémon in the real world has amassed more than 26 million active users, has an average daily revenue of $6.5 million and (and this isn't funny) has been linked to several unintentional break-ins, trespassing cases, automobile accidents and injuries - one involving two people who fell off of a cliff chasing after the fictitious cartoon animals.

While it may seem kind of silly, we can learn a lot about how to get customers to interact with a brand, using data to craft a better user experience and engage users on a whole new level.

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12 Word Business Plan

12 Word Business Plan | New Customer - Passenger Experience | Scoop.it

Can you map the story of your business in just 12 words?

Eric_Determined / Eric Silverstein's insight:

Keep it simple!

 

Bernadette Jiwa shares a great example in Blue Apron.

 

Can you map the story of your business in just 12 words?

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Hearing Your Customers Loud And Clear

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

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

Eric_Determined / Eric Silverstein's insight:

Are you hearing your customers loud and clear?

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

Share other quotes, which one is your favorite?

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Customer experience in the age of disloyalty

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

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

Eric_Determined / Eric Silverstein's insight:

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

 

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

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Trends Over The Next 5 Years | Customer Experience

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

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

Eric_Determined / Eric Silverstein's insight:

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

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

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

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The Customer Experience in Sales

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

Would YOU Buy From You?

Eric_Determined / Eric Silverstein's insight:

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

 

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

 

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

 

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

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From Insights to Advantages!

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

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

Eric_Determined / Eric Silverstein's insight:

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

 

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

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How To Measure Customer Loyalty?

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

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

Eric_Determined / Eric Silverstein's insight:

"3 different types of customer loyalty:

 

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

 

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

 

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

 

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

 

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

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The Age Of Talking At Consumers Is Over!

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

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

 

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

 

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

 

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

 

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

 

How well do you know your customers?

 

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5 B2Human Lessons from Apple

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

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

 

5 shareable lessons from Apple's success:

 

1. Focus on the things that matter.

 

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

 

2. Customer experience is king.

 

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

 

 3. Excellence in execution.

 

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

 

4. Only those things that can scale matter.

 

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

 

5. Build a data-driven team.

 

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

 

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

 

What additional lesson are you applying from your Apple experience?

 

 

 

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Forrester 3 E's of Customer Experience

Forrester 3 E's of Customer Experience | New Customer - Passenger Experience | Scoop.it

Emotions play an important role to the overall customer experience. Have you ever created an empathy map?

Eric_Determined / Eric Silverstein's insight:

Forrester's 3 E's:

 

1. Emotion

2. Effectiveness

3. Ease

 

How are you elevating the emotional connection between your brand and your customers?

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Foundation To Mass Personalization

Foundation To Mass Personalization | New Customer - Passenger Experience | Scoop.it

Digital systems over the next three to five years start with a design point of intention-driven design and solve the issue of delivering on massive individual scale which enables personally tailored experiences.

Eric_Determined / Eric Silverstein's insight:

5 core concepts recommended by Ray Wang:

1. Continuity of experience
2. Engagement through rich relevancy of context
3. Choose your own adventure type of journeys
4. Intention-driven design through anticipatory analytics
5. Value exchange

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What Should Your Business Outcomes Be?

What Should Your Business Outcomes Be? | New Customer - Passenger Experience | Scoop.it

What are your company's desired business outcomes? How did you determine what they would be?

Eric_Determined / Eric Silverstein's insight:

"Examples of business outcomes include: increased retention rates, improved acquisition rates, increased revenue, reduced costs, process improvements or efficiencies, culture change, increased profitability, increased word of mouth, increased conversion, and more upsell and cross-sell opportunities. To Forrester's point, they are or should all be measurable and quantifiable.

 

In our case, outcomes are the result of putting forth all of this effort to improve the customer experience. " The ultimate needle that impacts your entire business!

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A Key CX Advantage: Convenience! | Customer Experience

A Key CX Advantage: Convenience! | Customer Experience | New Customer - Passenger Experience | Scoop.it

What is one of the most valuable commodities in the world? Time!

Eric_Determined / Eric Silverstein's insight:

How are you making it easier for your customers to do business with you?

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50 Ways To Understand The Digital Customer Experience

50 Ways To Understand The Digital Customer Experience | New Customer - Passenger Experience | Scoop.it

To understand the digital customer experience, Cognizant shares 50 insights.

Eric_Determined / Eric Silverstein's insight:

How well are you providing answers to what your customers may ask?

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New Rules Of Brand Awareness

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

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

Eric_Determined / Eric Silverstein's insight:

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

 

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

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7 Steps To Deliver Better Customer Experiences

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

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

Eric_Determined / Eric Silverstein's insight:

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

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Should We Look For Instructions?

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

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

Eric_Determined / Eric Silverstein's insight:

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

 

#Storytelling #CustomerExperience #BrandStrategy

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Digital Transformation - #1 Customer Journey Map

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

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

Eric_Determined / Eric Silverstein's insight:

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

 

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

 

Have you fully prepared for digital transformation?

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How Can We Design Experiences That Increase Customer Happiness?

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

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

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

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

 

Eric_Determined / Eric Silverstein's insight:

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


Designing with the ARC of Happiness:

 

  1. Autonomy
  2. Relatedness
  3. Competence

 

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

 

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

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Internet Trends 2016

Mary Meeker's Internet Trends 2016 Report

Eric_Determined / Eric Silverstein's insight:

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

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How To Become Customer Obsessed!

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

 

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

 

1. People

2. Process

3. Technology

4. Metrics

 

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

 

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

 

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

 

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

 

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

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

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

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Can U Control Word-of-Mouth?

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

"People Influence People"

Eric_Determined / Eric Silverstein's insight:

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

 

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

 

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

 

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

 

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