New Customer - Pa...
Follow
Find
24.6K views | +29 today
Scooped by Eric_Determined / Eric Silverstein
onto New Customer - Passenger Experience
Scoop.it!

What Push Notification means to #Mobile #Marketing?

What Push Notification means to #Mobile #Marketing? | New Customer - Passenger Experience | Scoop.it
Of those who download a brand’s mobile app, 68% opt-in to receiving push notifications from that app, according to Responsys research. Here's why push is one of the most promising areas of mobile marketing today.
Eric_Determined / Eric Silverstein's insight:
  • "What if push notifications could be part of an orchestrated #customer #journey giving customers the information that they need, when they need it and on their device of choice?"
Push Notification creates a frictionless experience. With Consumers opting-in, make sure you have a well defined strategy to engage and offer the right value.
Share your thoughts on push notifications?
more...
Andrea Puerari's curator insight, January 26, 6:11 AM

"Target and Wegman’s are among the retailers that have found ways to fuse the online and offline shopping experience with mobile apps ...Apps will increasingly redefine and enrich the in-store experiences that brands can create for their customers"

Ali Anani's curator insight, January 26, 9:20 PM

When push marketing is applauded?

Michael Allenberg's curator insight, January 31, 5:15 AM

This is a fascinating read...

New Customer - Passenger Experience
Everyone is looking at the new customer / passenger 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
Your new post is loading...
Your new post is loading...
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

#Customer Retention vs. Acquisition - and the Winner Is…

#Customer Retention vs. Acquisition - and the Winner Is… | New Customer - Passenger Experience | Scoop.it
Marketers need to decide which is more important to them - acquiring new leads and potential customers, or retaining and nurturing the current customer base.
Eric_Determined / Eric Silverstein's insight:

"Marketers obsess over acquisition. Even as the lines between #marketing and #customer #experience blur, our survey respondents prioritize customer acquisition efforts over nurturing and deepening relationships with their most valuable and loyal customers."


Anything wrong with this picture?

 

I can share from personal experience how successful we became when we focused a good portion of our resources on continuously meeting and exceeding our current client expectations. This led to continuous business growth as our clients expanded their services to enhance their customer experiences.

 

As Ohad points out, this is not to say you don't assign the right amount of resources to acquire new accounts, but here again your current customers are a great source of referral for new business!

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

#Customer Service or Lip Service?

#Customer Service or Lip Service? | New Customer - Passenger Experience | Scoop.it
In your company, is "customer focus" just a poster on the wall? Or is it a way of doing business?
Eric_Determined / Eric Silverstein's insight:

Which statement do you like best?

 

For me the below addresses both the customer and the business perfectly:

 

"Our Customers are people who bring their wants. It is our job to handle them profitably - to them and to ourselves."

 

Annette's experience not only was positive, now they earned her trust and loyalty. Let's try to get the name of this establishment, then Annette becomes an Advocate :)

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

#Mobile and #Voice of the #Customer: All About Actionability

#Mobile and #Voice of the #Customer: All About Actionability | New Customer - Passenger Experience | Scoop.it
As business managers or owners, we’re constantly faced with opportunities to widen the range of programs that we run — so how does the go/no go decision get made?Som
Eric_Determined / Eric Silverstein's insight:

"The saying goes ‘timing is everything’ and it doesn’t apply more anywhere than in #VoC programs. The #journey your #customers go through, both before and after they become customers, can be broken down into distinct steps. Each represents a potential breaking point where the potential of the relationship can be diminished or enhanced."


Certainly #Mobile provides greater opportunities to engage at a variety of touch points during your customer journey.

 

Share a recent Mobile experience where the brand took the right step to address your needs or provide the right incentive that led to a purchase?

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Which Comes First, Business or Brand?

Which Comes First, Business or Brand? | New Customer - Passenger Experience | Scoop.it
We’ve all heard the query, ‘Which came first, the chicken or the egg?’ I don’t know the answer (my guess is the chicken) but lately I’ve been contemplating a different query, “What should come first, your business or your brand?” Let me explain what I mean. By “business”, I’m referring to all the business operations required to …
Eric_Determined / Eric Silverstein's insight:

What is the key difference for your business vs your competitors?


Of course if you were the first one to come out with a new and unique product or service, your business would need to deliver, but it is your brand / customer experience that will deliver true loyalty and results for your business.


Share your latest experience?

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Creating a Strong #Customer #Experience: 6 Key Principles

http://spr.ly/CustExSS Reaching and engagement consumers in retail is more difficult than ever. Do you want to break through the clutter, create loyal customer…
Eric_Determined / Eric Silverstein's insight:

An engaging SlideShare that showcases key principles to drive results.

 

Important questions are raised for your business.

 

Have you started on your customer journey map?

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

People Don't Care About Your Brand

Three business basics to always remember! People don't care about your brand. They care about what you can do for them. Back to basics... Give people what they…
Eric_Determined / Eric Silverstein's insight:

A bold statement with 3 key basic deliverables, do you agree?

 

#CX

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

#Mobile #Games: 6 Steps to Raise Your #Brand Awareness

#Mobile #Games: 6 Steps to Raise Your #Brand Awareness | New Customer - Passenger Experience | Scoop.it
INFOGRAPHIC - 6 essential tips to run successfully instant win sweepstakes and mobile contest: collect leads and consumer data, promote your brand, increase visibility
Eric_Determined / Eric Silverstein's insight:

It's clear that #mobile enables brands to engage customers, and keep them engaged. 

 

In this article and #infographic, Unitag shares their recommendations, and key limitations for instant win games.

 

Make sure to have clear marketing objectives, and understand that this is a short term plan.

 

Do you recall your last instant win game? 

 

What would you like to see in instant win games?

 

 

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Lessons from ' @Kodak Moments '

Lessons from ' @Kodak Moments ' | New Customer - Passenger Experience | Scoop.it
Hang around with executives in industries as diverse as: automobiles, book publishing, telecom networks, wrist-watches, personal computers, digital cameras, postal services, cigarettes, credit cards, smartphones, steam-irons, oil & gas and even laundromats (among many others) and you'll undoubtedly hear reference to their determination to avoid what has come to be [...]
Eric_Determined / Eric Silverstein's insight:

Kodak was heavily invested in R&D, so what happened?

 

Great insight shared  by Bill Fischer in this Forbes article, and key lessons for all businesses.

 

Share your thoughts.

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

5 Traits of Successful #Customer #Experience Leaders

5 Traits of Successful #Customer #Experience Leaders | New Customer - Passenger Experience | Scoop.it
There are so many great people I’ve had the opportunity to work with. A great deal of them have been clients who were charged with leading customer experience improvement initiatives within large o…
Eric_Determined / Eric Silverstein's insight:

I can attest to Jeannie's traits following my last project, but as you work through the process, companies start to see positive responses - coming directly from customers!

 

Share your comments on the 5 traits?

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

#SocialMedia #Marketing and #ContentMarketing, What’s the Difference?

#SocialMedia #Marketing and #ContentMarketing, What’s the Difference? | New Customer - Passenger Experience | Scoop.it
Marketing jargon is enough to drive anyone mad these days. Marketers themselves are hard pressed to keep up with their own latest lingo. One such confusing example is defining the difference between …
Eric_Determined / Eric Silverstein's insight:

It's important to differentiate the approach, but how both are key to your integrated marketing campaign!

 

Do you agree?

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

The 4 Things #Digital #Marketers are Missing

The 4 Things #Digital #Marketers are Missing | New Customer - Passenger Experience | Scoop.it
Today, there's little distinction between marketing online and offline, which (ideally) leads to a fully integrated marketing strategy. To avoid the chaos these cross-functional strategies can create, check out these 4 key concepts that marketers often miss.
Eric_Determined / Eric Silverstein's insight:

Key quotes from Marketo: 


"Website traffic gives you thrills, but revenue pays the bills!"


“What decision would I make differently if I knew this number?” If you can‘t come up with a clear answer, it’s not a good metric to measure"


"Marketing is all about results – and we’re not talking about search positions here. We’re talking about conversions, sales and leads."


As we see from this and other articles, you need to understand your customer journey and engage at every touchpoint.

more...
Jeff's curator insight, July 4, 1:54 AM

It's all a busy world on social media  keeping up with latest trends but people sometime don't notice that Mobile commence  has taken over laptops and desktops we are promoting our app platform on this topic  but you are reading this on your mobile device  so imagine having your business downloaded on to a customers devices  for instant access to your products and services  with latest offers been sent direct to their handset in their pocket with a pushnotifications  visit our website  AffiliatesApps.com  to watch videos on push notes and how simple  this feature is

We  are that confident that you will  see the importance  of mobile communication  with digital sales  we let you design & edit and control your marketing tool and further more our platform is FREE  

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Age of #Customer - from revolutionary to evolutionary

Age of #Customer - from revolutionary to evolutionary | New Customer - Passenger Experience | Scoop.it
When Facebook and Twitter came along, many people thought they would be revolutionary — but how many thought they would evolutionary?
Eric_Determined / Eric Silverstein's insight:

"As we enter a new age of the customer -- empowered by social media reach and mobile connectivity -- the impact on business has gone beyond revolutionary — to evolutionary."


Do you agree with the below statement?


"You can fall behind and catch up later in a revolution but not in an evolution"

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

#Loyalty vs #Reputation: Which Sells Your Product Better?

#Loyalty vs #Reputation: Which Sells Your Product Better? | New Customer - Passenger Experience | Scoop.it
Loyalty is based on prior experiences a customer had with a specific brand, while reputation is based on the aggregated experiences of others with a specific product. Both influence purchasing select…
Eric_Determined / Eric Silverstein's insight:

The importance of Experiential content and the influence it has on your product or service.


Share a recent experience?

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Does #Gamification Drive Results for Your Brand?

Does #Gamification Drive Results for Your Brand? | New Customer - Passenger Experience | Scoop.it
Gamification is being redefined in the marketplace. Back in 2011, I attended an Epsilon loyalty event in which Amy Jo Kim, game designer and co-founder of Shufflebrain, was the keynote speaker. Kim defined gamifcation as “a loyalty program on steroids, functional software that looks and plays like a game and a real world activity with feedback and challenges.”
Eric_Determined / Eric Silverstein's insight:

Important fact: 84% said they would actually spend more with retailers that offer points for activities other than spending.


What is your latest experience with gamification?

 

Do you agree with the results?

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

The Rise of #Customer Expectations

The Rise of #Customer Expectations | New Customer - Passenger Experience | Scoop.it
During this series we looked at 6 key industry factors that are changing the way we do business today, and we have tried to guide you on how best to Reshape your service organisation to Exploit the
Eric_Determined / Eric Silverstein's insight:

"As the world becomes more #collaborative and technology-enabled and #customer expectations evolve, the trend towards #digital and anytime, anywhere service can only accelerate.


In response, organizations must put themselves in the shoes of their customers when designing and delivering interactions, so as to minimise customer effort and maximise customer value.

 

Responding to digital disruption and providing great digital experiences is not easy...Organization needs to evolve, becoming flexible and responsive, which often requires significant change, energy and investment."

 

Coreen summarizes the current challenges/opportunities well, would you add any additional trends for consideration?

 

 

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Your Single Best Piece of Business Advice!

Your Single Best Piece of Business Advice! | New Customer - Passenger Experience | Scoop.it
Most people remember that single piece of advice that changed their lives. Here, Inc. columnists share the best business advice they ever got.
Eric_Determined / Eric Silverstein's insight:

In the age of the #customer, access to #data, new #technology, there are still fundamental business advice that become the foundation, an important lesson or the goal.

 

Inc. shares 3 important insight. Advise from key figures such as Bill Gates, Oprah, Seth Godin, etc… check:

 

http://brandmakernews.com/business-brand/3064/the-best-business-advice-i-ever-received.html

 

Which advice resonates the strongest for you?

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

The Cost of Unhappy #Customers

The Cost of Unhappy #Customers | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

The #Data is clear: It costs more to win new business than retaining current customers, this #infographic gives us further validation.

 

Companies say they are focused on their #customer #experience, let's see if next year's data will drastically improve. What are your thoughts?

more...
Skip Lackey's curator insight, July 18, 9:20 AM

This is of utmost importance for ALL businesses.  Good leaders should be looking into this as much as they look at the bottom line of the company.  This should be a KPI that all business owners and leaders focus on. 

 

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

13 Leadership Lessons From Dawn Of The Planet Of The Apes

13 Leadership Lessons From Dawn Of The Planet Of The Apes | New Customer - Passenger Experience | Scoop.it
Dawn Of The Planet Of The Apes opens the world to more leadership lessons from pop culture. Here's the 13 leadership lessons I learned from Leadership lessons from Dawn Of The Planet Of The Apes
Eric_Determined / Eric Silverstein's insight:
Key #Leadership lessons from Dawn of the Planet Of the Apes.


There are spoiler alerts, so if you have not seen the film, beware :)

Which key lesson have you recently experienced?

more...
Darrin J Wikoff's curator insight, July 17, 7:15 AM

The day we stop learning is the day we die. There are leadership lessons all around us...in nature and in science fiction. I found this article interesting because it made me wonder if these connections were intentional, or if the story unfolded through the eyes of the screenwriters based on their perceptions of what makes an effective and powerful leader. These 13 lessons are the basics of teamwork as well as leadership. Take a look…but beware, SPOILER ALERT!

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

Relationship Economics

Relationship Economics | New Customer - Passenger Experience | Scoop.it
'Everyone talks about building a relationship with your customer. I think you build one with your employees first,” says newly appointed Senior Vice President of Retail at Apple Angela Ahrendts.

The more you invest in terms of genuine listening, sharing and engagement, the more likely it is that your
Eric_Determined / Eric Silverstein's insight:

Relationship Economics - #Data is clear in @briansolis @LinkedIn @slideshare

 

The importance of effective and honest communication with your employees - they are a direct extension of your brand!


Do you agree?

 

 

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

When it's time for a New Competitive #Strategy - Ask @rogerfederer

When it's time for a New Competitive #Strategy - Ask @rogerfederer | New Customer - Passenger Experience | Scoop.it
I love a good analogy.  Not just for the entertainment value but because it can often bring a complex business meeting to a decisive conclusion more quickly.
Lately
Eric_Determined / Eric Silverstein's insight:

Following the earlier article on the lessons from @Kodak, here are lessons from @rogerfederer on working on a new #strategy to stay competitive in the marketplace.

 

Please comment on the strategy, and if you would add any other elements?

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

#Mobile Moments Should Equal Useful

#Mobile Moments Should Equal Useful | New Customer - Passenger Experience | Scoop.it
This article is by Josh Bernoff, senior VP, Idea Development, at Forrester Research. He is the co-author of the new book, The Mobile Mind Shift. “Hello, customer. I’m from the company’s marketing department, and I’m here to help you.” That’s something you don’t hear very often. Customers expect marketers to try to [...]
Eric_Determined / Eric Silverstein's insight:

Josh shares his #Mobile insight:


"Start with your #customer and her #journey. Figure out what her real problem is and how mobile could help. We call these points where mobile solves problems “mobile moments,” and they’re very well suited to customers trained to get answers from their phones in an instant. 

Then line up all these moments and evaluate them on two scales. First, are they beneficial to the customer? Second, are they valuable to your company?"

 Share other examples where brands understand how to deliver mobile moments to their customers?
more...
Ranjit Kovilinkal's curator insight, July 8, 9:23 PM

"Its about relationships...not marketing" - Starbucks

Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

21 #Customer #Experience - #Service Quotes

21 #Customer #Experience - #Service Quotes | New Customer - Passenger Experience | Scoop.it
In honor of Customer Service Week, Skip shares 21 quotes on customer service.
Eric_Determined / Eric Silverstein's insight:

Quotes from Sam Walton to Disney to Jeff Bezos and others.'

 

Which quote is your favorite?

 

Here are two I particularly like:

 

“There are no traffic jams along the extra mile.”  Roger Staubach

 

“Good customer service costs less than bad customer service.” Sally Gronow

 

Share your thoughts.

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

How #Data is used for Smarter #Customer #Experiences

Big Data is a phenomenon that is being talked about more and more. At OgilvyOne, we believe we can collect and frame the data that exists around us to create...
Eric_Determined / Eric Silverstein's insight:

As you evaluate this creative video from @OgilvyOne, we can certainly see a positive #CustExp.

 

What would you do differently or recommend to enhance the experience?

 

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

10 Stories of Unforgettable #Customer #Service

10 Stories of Unforgettable #Customer #Service | New Customer - Passenger Experience | Scoop.it
Inspirational stories of great people and companies going above and beyond.
Eric_Determined / Eric Silverstein's insight:

"Every company says that their customers are their #1 priority, but stories show us that many businesses are ready, willing, and able to go the extra mile for each and every one of their customers."


As Entrepreneur Magazine highlights, nothing will beat an actual example to prove how far a company will go to create a memorable experience. 


Which story did you like best?


Share a story of your own?

more...
No comment yet.
Scooped by Eric_Determined / Eric Silverstein
Scoop.it!

10 Top #CustExp Takeaways @Gartner_inc Customer 360

10 Top #CustExp Takeaways @Gartner_inc Customer 360 | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Of the 10 insights shared, which one do you find the most valuable?


While all 10 play an important role, I personally like:


How to Create a Customer-Driven Culture: 


(1) have strong leadership in place


(2) formalize and communicate the message


(3) find evangelists


(4) state company values as behaviors


(5) socialize and reinforce throughout the company to embed it in the culture


(6) provide recognition and build incentives tied to strategy


(7) use stories to communicate messages


(8) make the culture transparent to the customer


(9) make responsibilities and rewards clear


(10) provide training and education


(11) recruit differently


(12) recognize that it takes commitment and time

more...
celeste howe's curator insight, July 4, 9:19 AM

Pay attention to Mobile Customer Service/Engagement, it is the next big opportunity.