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2013 #Marketing Trends & #Data that will impact 2014 [#Infographic]

2013 #Marketing Trends & #Data that will impact 2014 [#Infographic] | New Customer - Passenger Experience | Scoop.it
Marketing Strategy - Let's look back at the significant marketing trends and events in 2013 that may shape our marketing in 2014.
Eric_Determined / Eric Silverstein's insight:

Trends and Data from 2013 will become the foundation for 2014.


Any stats that surprise you?


Which area will impact you the most?

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Colin Taylor TRG's curator insight, December 31, 2013 7:38 AM

More tips and trends that will impact #custserv in 2014

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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#Social #Media & #Mobile #Marketing: A Marriage Made in Heaven

#Social #Media & #Mobile #Marketing: A Marriage Made in Heaven | New Customer - Passenger Experience | Scoop.it
According to statistics recently published by eWeek, social media and mobile marketing currently go hand-in-hand. A study conducted by Millward Brown Digital found that 34 percent of shoppers used the
Eric_Determined / Eric Silverstein's insight:

"Clearly, #mobile #marketing is no longer simply the future but is now very much present."


As you build trust with your customers, you need to nurture that relationship through positive mobile engagement. How are you delivering ongoing engagement?



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Elizabeth Dickey's curator insight, Today, 5:04 PM

This article discusses how social media and mobile marketing currently go hand-in-hand. The article points out that one of the biggest challenges that many mobile marketers face is understanding how consumers utilize social media on their mobile devices.  Marketers should learn how to develop special campaigns in order to tap into the power of social media through mobile marketing. In terms of mobile marketing, consumers are looking for bite-sized chunks of info that they can consume quickly. The article explains the importance for companies to invest in a mobile optimized website. The implementation of a mobile design is the best way to ensure that all consumers will be able to enjoy a user-friendly experience.

I agree with this because I have used my phone to look up a restaurant menu in order to make a carry out order. The menu would not appear correctly on my phone, so I just looked up another restaurant to order from since I did not have access to an actual computer. That restaurant lost my business because the site was not compatible with my mobile device.

The article says that one of the most important steps towards effective social media marketing in the mobile domain is permission because relationships with customers are still built on trust. In order to reach consumers via social media in their mobile devices, it is important to ask permission. I agree with this because obtaining the consent customers is vital to establishing trust. As a smartphone user, I am aware of how accessible my information is. It would be positive for a company to first ask my permission.

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2015 - A Decisive Year For #Mobile Leaders

2015 - A Decisive Year For #Mobile Leaders | New Customer - Passenger Experience | Scoop.it
Mobile reached a tipping point in 2014 as it solidified its position as one of the most disruptive technologies for businesses in decades. Not since the advent of the Internet has a technology forced businesses to rethink completely how they win, serve, and retain customers.
 
Eric_Determined / Eric Silverstein's insight:
"@Forrester believes that, in the future, the new competitive battleground will be the mobile moment. Why? Consumers expect to engage with brands to get any information or service they desire immediately and in context. Today, 18% of US online consumers have this expectation, while 30% are in the midst of a transition to this mobile mind shift. This revolution is taking place quickly across the globe: Forrester forecasts that 42% of the total population globally will own a smartphone by the end of 2015."
 
Do you have a clear mobile strategy on how you intend to win, service and retain customers?
Does your business look at Mobile as just another channel?
With a growing focus on the #wearable market and #IoT, make sure your future is Mobile ready!
If you are looking for a solution to better engage your customers within your mobile environment, reach out, I have the perfect new startup client for you.
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Sue Walsh's curator insight, November 17, 6:09 PM

I think the mobile moment is well and truly upon us. How do we start all thinking (for services and systems) with the customer at the centre and a mobile device in their hand ... rather than making it an add-on to our current systems and services?

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5 Tips to Engage Through the Buyer's Journey

5 Tips to Engage Through the Buyer's Journey | New Customer - Passenger Experience | Scoop.it
Sales - In today's highly networked world, your customers expect to interact with you during every step of the buyer's journey. Here's how you can engage them.
Eric_Determined / Eric Silverstein's insight:

"With more mobile devices than humans and over one billion people participating in social networks, today's customers are more networked and better informed than ever."

CMO @SAPCloud shares his insight:


1. Be Part of the Conversation across all Channels

2. Use Analytics for Insight across Platforms

3. Personalize every Interaction

4. Build on previous #customer #experiences

5. Become a Predictive Business


Which brand currently connects well across your buyer journey?



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Beyond #Sales: The Business #KPI's of #Marketing #ROI

Beyond #Sales: The Business #KPI's of #Marketing #ROI | New Customer - Passenger Experience | Scoop.it
Happier Customers, Better Products, Satisfied Employees
Eric_Determined / Eric Silverstein's insight:

While the traditional focus for companies have been on new Customer Acquisition and Sales, the new focus should be on:


1) Happier Customers

2) Better Products or Services

3) Satisfied Employees


Do you agree?


Happier Customers share their positive experiences, as a result become brand advocate. Key factor to new customer acquisition.


Happy Customers share more ideas and provide feedback for continuous improvements. Another positive factor to sales growth.


With a focus on listening and empowering employees, while rewarding them, customers see and feel the difference, all impacting company bottomline.



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Surprise & Delight Across #Customer #Journey by Rewarding Social Action

Surprise & Delight Across #Customer #Journey by Rewarding Social Action | New Customer - Passenger Experience | Scoop.it
automated journey building tools can play a key role in helping brands "surprise and delight" consumers by pairing data for personalization—even down to how that consumer likes to receive their information—with the right message at the right time. This is important for those brands focused on customer retention above and beyond new customer acquisition as meeting the always-on consumer with always-on technology is imperative to maximize lifetime customer value.
Eric_Determined / Eric Silverstein's insight:

The studies across @Econsultancy @Forbes @Kissmetrics showcase the importance to not only understand and connect across your customer journey, but the renewed focus on retaining existing customers in order to maximize lifetime customer value.


If you are looking for a solution to keep your customers engaged, in order to strengthen your brand relationship and nurture loyalty, drop me a line, I'll be happy to introduce you to this great new startup...

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How #BigData Drives a Better #Customer #Experience

How #BigData Drives a Better #Customer #Experience | New Customer - Passenger Experience | Scoop.it
Big Data can be used to improve your brand's customer experience across multiple stages of the customer journey. Here are four ideas to help you get started,

1. Improved or new products and services

Not sure how to take your products or services to the next level to better satisfy your customers' wants and needs? Big Data analysis reveals insights from a diverse range of channels, uncovering information about your products or services that can't be gleaned from a single channel or smaller data sets.

2. Increased personalization

Big Data increases visibility to customer preferences and purchase behaviors, creating opportunities to personalize various dimensions of the customer experience. For example, by capturing and analyzing data from each stage of the customer lifecycle, injecting personalization features into pivotal moments in the customer experience becomes easier. Those features range from greeting the customer by name to knowing previous issues the customer has had to contact the company about before.

3. Better self-serve opportunities

Today's customers expect the availability of self-serve features that allow them to perform basic activities without the assistance of customer service or sales reps. Big Data drives insights that can make these self-serve features more valuable to customers, satisfying their desire to interact with your brand on their own terms.

4. Enhanced customer service

When customer service is needed, Big Data gives representatives the information they require to offer a more complete, accurate, and satisfying customer experience. Sales reps can provide more accurate information, more personalized service, and solutions to customer problems more quickly.
Eric_Determined / Eric Silverstein's insight:

How #Data throughout the customer journey can help:


1. Improve or design new products and services


2. Increase personalization 


3. Better self-service opportunities 


4. Enhance customer service 


What are other elements of the customer experience Data can help with?




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Does your #Mobile Strategy match your #Customer behavior?

Does your #Mobile Strategy match your #Customer behavior? | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

@Forrester report states that only 59% of marketers understand their customers #mobile usage and attitudes.


What do you attribute to be the cause for this lack of understanding?


Is it the need for more advanced #analytics tools to understand customers’ actions so the experience can be optimized?


You should start with a clear customer journey map, in order to define the different touch points and how your customer engages at each point through his/her journey with your brand.

 

Share a recent positive mobile experience or a negative one.


Looking forward to your stories!

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Influence is about #Community and #Relationships

Influence is about #Community and #Relationships | New Customer - Passenger Experience | Scoop.it
Someone can be influential but without a relationship with the community and with the brand their influence will be limited. So before brands look at the number of followers or the books someone has written, they should first listen and build a relationship with their community by utilizing their employees so that they fully understand the communities path to decision. After understanding the communities path to decision, it’s important to identify and build on those relationships so not only will the brand identify the best brand influencer but that influencers relationships with the community will make it feel like a natural fit.
Eric_Determined / Eric Silverstein's insight:

Technology has been the great equalizer, enabling businesses of all sizes to better compete. Consumers now have access to additional social tools, sharing positive and negative experiences. 


Brands not only need to better understand their customer journeys, in order to deliver outstanding customer experience, but continue building and nurturing employee and customer engagements.


An influencer has no influence if he/she does not have a community behind him/her, and to build a community you need to establish and nurture relationships, agree?

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Brian Fanzo's comment, October 24, 1:51 PM
Couldn't agree more! Thanks so much for sharing my post and sharing your insights!
Eric_Determined / Eric Silverstein's comment, October 24, 11:14 PM
A very timely article that has become a great resource for many discussions. Thanks Brian.
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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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B.L. Ochman's curator insight, October 19, 8:17 PM

reading the book. get it!

QuickTapSurvey's curator insight, October 24, 9:14 AM

The beautiful basics of how Google works! 

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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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Are The #Customer #Experience Stakes Higher on #Mobile?

Are The #Customer #Experience Stakes Higher on #Mobile? | New Customer - Passenger Experience | Scoop.it
With many companies treating their mobile interactions with customers as an 'afterthought', we wonder whether they recognize the risks they are taking with their customers base.
Eric_Determined / Eric Silverstein's insight:

The stakes are higher in #Mobile.


In 2013, there were 102 billion app downloads.  


1/4 of them were used just once and never touched again!


3 important points to consider:


  • Buyers see mobile customer experience as an 'elite' capability and make quick judgements based on early experiences ('they just don't have it")
  • The very nature of mobile is that customers are looking for quick results when they are short on time and have less tolerance for hiccups on mobile than on other platforms or brick and mortar environments
  • The difference between bad and good #CX is magnified on mobile with the best retailers having extremely well thought out and executed mobile sites


Once a customer downloads your #App, make sure you develop an engagement strategy that offers value and incentives, in order to strengthen your customer relationships.


Is #gamification a possible solution to keep your customers engaged, share your thoughts?


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Apptimate's curator insight, November 22, 4:04 AM

Yes the stakes are much higher in mobile, and it's  not only about user interface, They want immediate response. They need security and privacy protection. And this will put enormous pressure on corporate IT departments to deliver the same experience in internal systems and apps

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The #Customer #Experience Lessons @Ford

The #Customer #Experience Lessons @Ford | New Customer - Passenger Experience | Scoop.it
Ford Motor Company took home a silver award in the Customer-Centric Culture category at the inaugural Loyalty360 CX Awards unveiled at the 4th Annual Loyalty360 Engagement & Experience Expo this week in Dallas, TX.
Andrew Ashman, Lincoln Client Experience Manager, Ford Motor Company sat down with Loyalty360 to discuss his company’s fervent push toward a comprehensive customer-centric culture.
Eric_Determined / Eric Silverstein's insight:

It's great to see a large company like @Ford understanding the importance to adapt the business and respond to the needs of its customers.


- It's start with the right Culture


- Incorporating customers and suppliers input within all strategic decisions


- Empowering employees to delight customers


- Nurture and build strong relationships to drive loyalty.


If you recently purchased or leased a vehicle via Ford or any other car manufacturers, share your experience...

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Do We Care About #Brands?

Do We Care About #Brands? | New Customer - Passenger Experience | Scoop.it
Most people worldwide would not care if more than 73% of brands disappeared tomorrow. Can people care about brands? If the answer is yes, then what are companies doing wrong?
Eric_Determined / Eric Silverstein's insight:

According to a survey, most people would not care if 73% of the brands would disappear!?


Share your latest experience on what your favorite brands are doing to earn your Loyalty, and ultimately your Advocacy?


It does start with earning your #trust.


Great insight @annettefranz @SDLjames with strong value connections @TOMS @USAA



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Fred Zimny's curator insight, November 8, 12:20 AM

Focus on encounters and experiences in stead of managing relations.

Ahmed Alkandari's curator insight, November 15, 9:01 PM

"Most people worldwide would not care if more than 73% of brand disappeared." So, are companies wasting their money on advertisements and marketing; since, most people won't care about weather the brand will disappeared or not?! People who have brand loyalty are supposed to care if the brand they are loyal to will be available or not on the future. Also would these people considered faithful to their brand if they don't care?

What are brands might been doing wrong with customers?

don't focus on the customersare not providing value relative to priceare not providing value relative to the competition/alternativeshave broken customers' trustdon't deliver on their promisesdon't care about customersdon't meet customer expectationsare not innovative (think "same old same old")deliver a fragmented or poor experience

With all of these point, the relationship between them and their customers will be broken. Therefore, companies should focus more on their customers and design a good customer experience. Companies shouldn't only care about making money, they should also care and focus about being a part of something that matters to people and mean something to them.

 

Most of the article was asking questions and some questions didn't have answers in the article, they are open for general thinking and answering. It's interesting about how most people won't care if a brand disappeared on the future; for me I would! Of course life won't stop and new brands will enter the market. However, Some brands people got used to it and can's change that easily; the example of Apple. I also found it important about what they mentioned for customers relationship with the company. In my opinion, companies that focuses more on their relationship with their customers and making sure to build an experience with their customers are more successful than companies that focusses on making profits and increase their revenue. I a customer became loyal to a company and he had an experience with that company, he won't mind paying more on that company's goods. The reason is that the company had built a trust and an experience to that customer so he will be faithful and he would care about the brand and the company.

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#Brand #Marketing: Photobomb vs. the Selfie

#Brand #Marketing: Photobomb vs. the Selfie | New Customer - Passenger Experience | Scoop.it
In these digital times information moves fast, trends move faster, and boredom is a online marketer’s biggest enemy. As the Selfie trend becomes old news, the Photobomb is holding strong. Why? And how can you use them for brand marketing?
Eric_Determined / Eric Silverstein's insight:

#Content #Marketing, whether via photo or video will continue to play an important role to engage your customers, friends, fans, etc...


Karen shares some creative approaches, which one did you like best?



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#Customer #Experience Is Key, in Every Channel and at Every Interaction

#Customer #Experience Is Key, in Every Channel and at Every Interaction | New Customer - Passenger Experience | Scoop.it
Every step in the customer journey presents the chance to engage with customers directly and send a simple message: your care more about their experiences versus the final sale. By encouraging trust, your customers become your brand’s strongest advertisers – capable of organically spreading your message far beyond the reach of a traditional advertising budget.
Eric_Determined / Eric Silverstein's insight:

"Every step in the #customer #journey presents the chance to engage with customers directly and send a simple message: your care more about their experiences versus the final sale. By encouraging #trust, your customers become your brand’s strongest advertisers – capable of organically spreading your message far beyond the reach of a traditional advertising budget."


Being able to connect with your customers and delight them every step of the way, that's how you earn their trust and build a strong relationship. 


What percentage of your #marketing budget would you assign to nurturing #advocacy ?

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13 #Content #Marketing Lessons from Horror Movies

13 #Content #Marketing Lessons from Horror Movies | New Customer - Passenger Experience | Scoop.it
‘Tis the season to make or buy a Halloween costume, take a haunted hayride, and eat your favorite Halloween candy. For many of us, Halloween also means watching a beloved scary movie. At their core, movies are simply content waiting … Continued
Eric_Determined / Eric Silverstein's insight:

#Halloween is fast approaching here in the U.S.


I couldn't resist sharing this fun, but poignant #content #marketing article from Heike Young.


Of the lessons (movies) shared, which one is your favorite?

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4 Pillars of #Customer Empowerment

4 Pillars of #Customer Empowerment | New Customer - Passenger Experience | Scoop.it
Abandon the linear shopping experience. When the internet was commercialized in the '90s, some executive established the convention of bifurcating promotional efforts. "Marketing" was in charge of driving physical sales. "E-commerce" was in charge of driving digital sales. It was a bad idea then. It's a worse idea today. The reason: Consumers don't shop by channel. They just shop and jump between "omni-channels" as needed. In an omni-channel business, a customer is treated as a single buyer, no matter in which channel he or she is transacting. To become an omni-channel business, companies must forge new lines of communication among business functions and technology applications. Instead of operating as separate business units, departments need to collaborate more or even merge to better engage the new consumer.
Respect customers as individuals. Depending on time, place and channel, customers expect the shopping experience to reflect their immediate circumstance and persona. For example, think of the busy worker with time constraints during the day but greater availability on the weekend who demands different kinds of interactions. The same customer may want to interact differently with a brand on the way home from work versus a weekend morning on the way to the gym. Few companies, however, consider this level of technographic detail when profiling customers. Without it, however, companies cannot optimize their customer interactions; for instance, sending e-mail promotions to customers who instead prefer text messages.
Define your omni-channel goals. Understandably, the rise of the new consumer has caught many companies off guard. Consequently, some pivot prematurely without first determining their business goals and priorities. When asked why they recently launched a multimillion-dollar omni-channel, one company responded, "Everyone else is doing it, so we have to, too." While a company might get lucky without meaningful strategy, it's not a chance worth taking. Businesses need to establish what they are trying to accomplish—gain market share, boost customer acquisitions, drive more value from existing customers, attract more digital traffic, improve online conversion, etc.—and then align their initiatives with those goals. Otherwise, said companies will end up with capabilities that may have minimal, if not zero, impact towards their goals.
Prioritize your touchpoints. After abandoning linear shopping, adopting technographic profiles and prioritizing business goals, omni-channel companies can begin to employ proven touchpoint tactics. These include mobile technologies such as apps and near-field communications. Social platforms that go beyond "likes" and include zeitgeist monitoring, dialog participation and alerting customers to recent purchases made by their peers. It also includes smart Web sites that sell more with virtual showrooms and congruent brick-and-mortar experiences, personalized offers and visionary sales associates who help the customer do their homework, including matching a competitor's price, checking nearby inventory, arranging home delivery or otherwise serving the shopper in a way that isn't available elsewhere. The goal is choosing tactics that prioritize business value.
Eric_Determined / Eric Silverstein's insight:

Cognizant recognizes the challenges business face in connecting with their consumers. It's time to empower your customers in order to connect and deliver a better brand experience across all channels.


1) Abandon the linear shopping experience.

2) Respect customers as individuals.

3) Define your omni-channel goals.

4) Prioritize your touch points.


While everyone understand the importance to have an omni-channel experience, it starts with setting up clear goals and strategy based on your customer journey.


It's not about what you think your brand, product or service is, but what your customer perceives or experiences it to be. 

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Michael Allenberg's curator insight, October 29, 8:54 AM

A good Experience Designer will seamlessly integrate his designs into the overall Customer Journey, accounting for the pleasantries and pit-falls of the other platforms that he crosses paths with...

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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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