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Lessons in #CustExp @Uber

Lessons in #CustExp @Uber | New Customer - Passenger Experience | Scoop.it
Customers aren’t willing to suffer through badly designed experiences anymore. Case in point: the cab industry. Since the public hackney coach service was launched in London in the 17th Century — all the way through to today — the experience has literally gone unchanged: 1) Riders hail cabs (coaches back then) on the side of ...
Eric_Determined / Eric Silverstein's insight:

All traditional industries should rethink their ways. The key is to  invest in disruption at each customer experience pain-point:


1) Remove Friction Points


2) Deliver Transparency


3) Use Feedback as a Currency


4)Make Human Connections


Technology that was seen as Star Trek next gen one day — will pass those thinking this will never happen to them next 


Do you agree?

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Michael Allenberg's curator insight, April 11, 5:11 AM

Designing Experiences involves designing end-to-end solutions, not just "shiny interactions."

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

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

Do you agree with  Apple CEO Tim Cook statement?  


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


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


Will you be using #ApplePay?

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Relationship Economy - Do you have the 5 V's to succeed?

Relationship Economy - Do you have the 5 V's to succeed? | New Customer - Passenger Experience | Scoop.it
Welcome to Part 5 of my blog series on Going From Good to GREAT.  If you haven’t read Part 1:Creating Core Values in the Relationship Economy, Part 2: Engage an Effective Vision, Part 3: Validate Y...
Eric_Determined / Eric Silverstein's insight:

Tamara shares her RelationShift® 5 V's:


1) Values

2) Vision

3) Validation

4) Village

5) Voice of Customer


To succeed you need to have a two-way relationship with your customers.


How well did @SouthwestAir do with this latest incident... Would you be satisfied with a $50 voucher??

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#Customer #Experience: Art or Science?

#Customer #Experience: Art or Science? | New Customer - Passenger Experience | Scoop.it
Do you think there’s a little art and a little science involved when it comes to delivering a great customer experience? I do. I read recently that “art is reason applied without limits, geared towards an ideal and guided by the practical,” while “science is reason applied within a framework, geared towards the practical and …
Eric_Determined / Eric Silverstein's insight:

Annette shares detail insight into the skill set required to deliver a consistent and rewarding #customer #experience.


I can attest to it after successfully running the U.S. operation of a global group for 11 years,  It is about hard and soft skills.


Does your company enable and recognize both?

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In #Customer #Experience - OK is the new Poor!

In #Customer #Experience - OK is the new Poor! | New Customer - Passenger Experience | Scoop.it
What can organizations do to turn ordinary customer experiences into extraordinary experiences?
Eric_Determined / Eric Silverstein's insight:

" #Customer #loyalty is based on what people do (e.g. repeat purchase behavior), and brand loyalty is based on how people feel. And, emotional connections lead to economic outcomes."


"OK" in customer satisfaction is the new Poor! Do you agree?

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What is more important #innovation or execution?

What is more important #innovation or execution? | New Customer - Passenger Experience | Scoop.it
How do I survive in already crowded market (without any new innovative product offering) as entrepreneur?
Eric_Determined / Eric Silverstein's insight:

Great insight from Jason Lemkin & Ryan Chew.


Check those facts:


" #Innovation is a fine thing, but here's some examples of products that entered a crowded market with what amounted to basically the same product as their precursors:


1. @Google was not the first search engine.
2. @Facebook was not the first social network.
3. @Linkedin was not the first job board.
4. Gmail was not the first email client.
5. @Quora was not the first Q&A site.
6. iPod was not the first portable music player.
7. iPad was not the first tablet.


The list goes on. If you boil it down to the basics though, you'll see that what these products had in common was that they zoomed in on the essence of their product, and executed relentlessly.


1. Google focused on simplicity, speed and relevance.
2. Facebook focused on transplanting entire college networks into Facebook, thus ensuring that their early users will always find someone they know.
3. Linkedin focused on building dynamic resumes and user acquisition.
4. Gmail focused on speed, security, and a large storage space.
5. Quora focused on simplicity and a social graph.
6. iPod focused on simplicity and attractiveness.
7. iPad focused on user friendliness, simplicity, and building a dynamic app store.


*Note that the prevailing trend here is simplicity."


Simplicity = Positive #Customer #Experience, agree?

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Are You Walking In The Right #Customer Shoes?

Are You Walking In The Right #Customer Shoes? | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:
"If you don’t walk in your customer’s shoes, your customer will walk to your competitor! "Effective customer journey mapping in the age of human-centricity = customer beliefs + customer karma + customer ecosystems
What are your thoughts on the Ecodynamics Mapping?
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5 #Customer #Experience Tips

5 #Customer #Experience Tips | New Customer - Passenger Experience | Scoop.it
Small businesses may think they have a disadvantage when it comes to competing against the big guns but one place they can shine is in delivering exceptional customer service.
Eric_Determined / Eric Silverstein's insight:

As Peter pointed out, you may not have control of your competitors’ product advancements, but you have complete control of your customers’ experience and ultimately, their loyalty. Take the time to provide an unforgettably good #customer #experience and it will pay off.


Do you agree, It's about understanding your customers, offering a frictionless experience (Value, Convenience, Choice, Connection, Community), and continuously evolving and nurturing that relationship?



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Do you know how to create a cohesive #customer #Journey across devices?

Do you know how to create a cohesive #customer #Journey across devices? | New Customer - Passenger Experience | Scoop.it
Three’s a crowd, and I’m not referring to failed 80s sitcoms. I’m talking about customer relationships.
Eric_Determined / Eric Silverstein's insight:

Companies need to establish a 1 to 1 relationship with their customers across all devices.


When it comes to how you collect #data, be open with your customers, this will earn you their trust.


Can you share a recent online experience where you received a poor or irrelevant marketing message?


I can give you a full list :)

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What Role Does Intuition Play in #Customer #Experience?

What Role Does Intuition Play in #Customer #Experience? | New Customer - Passenger Experience | Scoop.it
Last year, I wrote a post called The 15 Senses of a Great Customer Experience. The last of the 15 senses that I wrote about was the sixth sense. In this post, I explore the role of the sixth sense in customer experience.
Eric_Determined / Eric Silverstein's insight:

#Data and #Technology are giving us a lot of information and more efficient tools to address customer needs, but the human element is where you can deliver extraordinary experiences.


Employees are part of your brand promise, they need to be empowered to act on their intuition to deliver remarkable experiences.


Now going back to the photo used here, whether it's an employee or a customer, what would you do on Monday to bring a smile to him/her?

 

Thank you Annette Franz for sharing your sixth sense!

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5 Customer-Centric Lessons from Apple to @Zappos

5 Customer-Centric Lessons from Apple to @Zappos | New Customer - Passenger Experience | Scoop.it
Traditional marketing is on life support. The rules of the game have changed. Tell and sell marketing no longer works. Today’s consumer is empowered. Empowered to find their own information, empowered to share their opinions and empowered to avoid marketing. Brands need to find ways to leverage their most important [...]
Eric_Determined / Eric Silverstein's insight:

Stan provides key examples across 5 lessons:


1) Focus on Current Customers

2) Exceed Expectations

3) Be Convenient for the Customer First

4) Think Value, Not Price

5) Treat Experience as an Investment

Which lesson will you implement first?
Share your experience with some of those brands.
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Nicolas Frot's curator insight, August 20, 11:34 AM

1) Focus on Current Customers
2) Exceed Expectations
3) Be Convenient for the Customer First
4) Think Value, Not Price
5) Treat Experience as an Investment

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Goodbye #Mobile #Apps, Hello Multi-Device #Experiences

Goodbye #Mobile #Apps, Hello Multi-Device #Experiences | New Customer - Passenger Experience | Scoop.it
Your app runs in a little square.All the money you spend on developers, design teams, content production and infrastructure for your app essentially boils down to a little square. Sometimes it’s a bigger square. Sometimes it’s more of a rectangle. And sometimes your app is responsive and tries to adjust itself as the square changes shape.But in the end, your brand's communications still come down to that little square. Topic: Web CMS.
Eric_Determined / Eric Silverstein's insight:

Michael looks at what the future holds.


The holy grail is "delivering what the customer is seeking at the right time, at the right place and on the desired platform - every time!"


#Data becomes the foundation to learn and engage, do you agree?

Many companies are positioning themselves to offer the entire solution, it's important not to forget the human element (#empathy) which plays a critical role in the end.
How will consumers react in 10 to 20 years looking back at our current #Mobile technology?
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21 Types of #Content We Crave

21 Types of #Content We Crave | New Customer - Passenger Experience | Scoop.it
If your content doesn't resonate with your audience, then they won't follow you where you want to take them. Here's a list of ideas for creating 21 types of content we all crave.
Eric_Determined / Eric Silverstein's insight:

Can you see where the #IceBucketChallenge fits within the list?


This list was originally created in 2012, you can see how the same fundamentals still apply!


Share your thoughts.

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David Newberry's curator insight, August 16, 1:57 AM

A list of great content ideas.

mercè perelló's curator insight, August 16, 6:41 AM

Contenido que deseamos escribir y leer

Ann Windham's curator insight, August 22, 12:29 PM

What kind of Content should be in my marketing campaign, you might ask.  Here are some examples.

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3 key #Data Driven Marketing Opportunities

3 key #Data Driven Marketing Opportunities | New Customer - Passenger Experience | Scoop.it
Famed writer and technologist Daniel Keys Moran once said, “You can have data without information, but you cannot have information without data.” This statement is becoming increasingly accurate …
Eric_Determined / Eric Silverstein's insight:

Following the previous article on how #Data needs to connect throughout the #Customer #Journey, here are 3 key Data-driven marketing segments you need to master :

 

1) #Mobile

2) #Personalization

3) #Segmentation

 

Valuable examples are provided, which additional opportunities do you see across these 3 segments?

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Never take #Loyalty for granted - Lesson from Apple & @U2

Never take #Loyalty for granted - Lesson from Apple & @U2 | New Customer - Passenger Experience | Scoop.it
Another 6 months – another set of Apple tech announcements and pending products. Bigger phones, better software and a Watch (which I will probably speak about soon enough around what this could mea…
Eric_Determined / Eric Silverstein's insight:

As you build relationships with your customers, make sure you understand what they like about your brand, then deliver a personal experience.


I'm a fan, but not everyone are U2 fans, or wanted their album to be front and center within their iTunes library.


Important Lesson in #loyalty:


1) Customers like to have a choice

2) Customers like to have things that are relevant to them


If you are an iPhone owner, were you happy to receive the latest U2 album?


How about if you are part of the majority of mobile users that don't own an iPhone, what are your thoughts on the U2 promotion?

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How to reach ultimate #Customer #Experience?

In this presentation, Scott Liewehr, founder of Digital Clarity Group, explores going beyond digital marketing to build ultimate customer experiences. Topics c…
Eric_Determined / Eric Silverstein's insight:

Great slideshare from Scott Liewehr.


Two key slides I particularly liked:


#Customer Perceived Experience minus Customer Expected Experience = Customer Satisfaction


#Brands that don't view the consumer empowerment phenomenon as an opportunity will die!


Do you agree with both?

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#Customers Want Simplification in Brand Interactions

#Customers Want Simplification in Brand Interactions | New Customer - Passenger Experience | Scoop.it
Customers might be empowered and in control, but when it comes right down to it, they are looking for one thing when they interact with brands: Simplicity.

Customers are looking for simplification in how they interact with brands and enterprises, according to new research from SAP SE.

Due to an “icon overload” on devices, nearly three-quarters (74%) of respondents said that they should uninstall a number of apps on their phones due to lack of use, and 68% said that they have more apps on their smartphones than they need.
Eric_Determined / Eric Silverstein's insight:

A key fact: Consumers want to engage with brands and enterprises on their own terms 


With all the digital noise, make sure you understand how each of your customers are looking for engagement, and provide consistent experiences and solutions across all touch points.


@SAP study shows SMS, what are your thoughts?



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How to engage #Millennials?

How to engage #Millennials? | New Customer - Passenger Experience | Scoop.it
Chances are you’re over-thinking your millennial engagement strategy. What's really changed I have this vivid memory of being the youngest and lowest
Eric_Determined / Eric Silverstein's insight:

I agree with you Karin: "the wrapping is different, but the humanity feels awfully familiar"


Who doesn’t yearn to be challenged, included and heard?


Companies need to focus on #Customer #Experience. I would add that companies need to pay as much attention to their employee experience to truly deliver an outstanding customer experience. Do you Agree?

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What is #Customer Journey Thinking?

What is #Customer Journey Thinking? | New Customer - Passenger Experience | Scoop.it
Most companies don’t really understand their customers. “Big data” is not the answer. Even if organizations collect piles of data from every customer interaction, they still aren’t getting a full picture of what’s going on.  What’s the path to deep customer insight? Customer Journey Thinking. Organizations must stop looking at customers through their internal lens of interactions and focus their attention on customers’ overall journey. Topic: Customer Experience.
Eric_Determined / Eric Silverstein's insight:

"How can you better understand customers in this changing world?


By recognizing that they don’t want to interact with your organization.


That’s right, customers don’t wake up in the morning thinking, today I want to interact with your bank, retailer, health plan, etc. Customers have goals in their lives that sometimes lead them to interact with your firm. The interaction is not the central component, it’s just a part of a much broader journey.


If you don’t recognize what customers are really trying to do, then you’ll never fully understand them. If you don’t examine your interactions in the context of their overall journey, then you’ll never be able to fully meet their needs."


Are you walking in your customer shoes?

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Is there a Silver Bullet In #Customer #Experience?

Is there a Silver Bullet In #Customer #Experience? | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Terence shares valuable graphics, and reminds us all that it takes the entire organization to truly deliver across the #customer end-to-end journey.

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What it takes to deliver the right #CustExp?

What it takes to deliver the right #CustExp? | New Customer - Passenger Experience | Scoop.it
Here are the five essential customer-engaging ingredients which will help you create an engaging and enjoyable customer experience.
Eric_Determined / Eric Silverstein's insight:

Joe Ruiz shares 5 key deliverables #customers are seeking:


1) Utility (Value)

2) Convenience

3) Choice

4) Connection

5) Community


Great example shared with Panera Bread company.


Would you add any additional element?

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Excellent Customer Care is becoming THE Differentiator - Agree?

Excellent Customer Care is becoming THE Differentiator - Agree? | New Customer - Passenger Experience | Scoop.it

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Eric_Determined / Eric Silverstein's insight:

John is spot on, the 3 critical areas to customer care are:


1) Customer

2) Staff

3) Organization


"Customers are not like tissues, to be used and then discarded – any company that thinks like that, will soon find that the box is empty!"


Any other quotes you would like to share?


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You want to Win - Be #Customer Obsessed!

You want to Win - Be #Customer Obsessed! | New Customer - Passenger Experience | Scoop.it
"The world is changing and it's time to get customer obsessed," Sheryl Pattek, VP & Principal Analyst, CMO and Marketing Leadership Practice Forrester
Eric_Determined / Eric Silverstein's insight:

Sheryl Pattek @Forrester shares:


"We’ve entered the age of the #Customer . We believe we are at the beginning of a 20 year business cycle in which the most successful enterprises will reinvent themselves to systematically serve their customers."


Technology and #Data is enabling greater flexibility to engage, learn and deliver,  is your business ready for the continuous journey with your empowered customers?


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The Future - Beyond Facebook - Beyond Convenience

The Future - Beyond Facebook - Beyond Convenience | New Customer - Passenger Experience | Scoop.it
While click-to-buy represents a step in the integration of social and commerce, it’s just a tiny part of the shifting ecommerce landscape.
Eric_Determined / Eric Silverstein's insight:

Mark touches on important themes:


1) The Instant Economy

2) #Personalization

3) #Data & #Customer #Experience


While Data may be the foundation, don't forget the human element (#Empathy) will deliver the ultimate Customer Experience. Agree or Disagree?

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10 Things You Need To Fix Before Your #Customers Leave You

10 Things You Need To Fix Before Your #Customers Leave You | New Customer - Passenger Experience | Scoop.it
Customers sometimes [spoiler alert] will die. This, obviously, will mark the end of your commercial relationship, assuming you aren't in the funeral/deathcare business. But there are other customer issues that can be caught while they are less than fatal. Here are the stumbling blocks I see over and over in my work as a customer service consultant and company culture specialist.
Eric_Determined / Eric Silverstein's insight:

As your business focuses on your #customer #experience, you will need to continuously update procedures, engagements and solutions to keep pace with your customers.


Micah shares important concerns. Which one should you address first?

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veronique aboghe's curator insight, August 18, 2:24 AM

Keep on taking your customer' s pulse or your business could die of a stroke.

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When Your #Customers Talk, Listen!

When Your #Customers Talk, Listen! | New Customer - Passenger Experience | Scoop.it
A guide to expert social listening. How has social media changed the dynamic between brands and consumers? How are brands adapting to the new dynamic? How can brands dig deeper into consumers' conversations and glean stronger insights on consumers' interests or preferences?
Eric_Determined / Eric Silverstein's insight:

"Consumers are now empowered to demand more transparency and accountability from brands than ever before. They are sharing ideas and spreading trends at a dizzying rate. They are developing more complex or specialized interests and preferences. They are trying new options.

 

For brands, closer communication has granted an opportunity to better understand consumers’ specific preferences and interests. A chance to identify and connect with their customers on a much more honest and intimate level."


It's important to dig deeper into the #data, in order to really understand what is being shared and discussed. Then you can better segment your customer base, and provide a customized approach in order to deliver a positive customer experience.  


What did you think of the Food & Beverage Report and what the Data showed in the end?



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