New Customer - Passenger Experience
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#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?

 

 

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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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The Power Of Questions

The Power Of Questions | New Customer - Passenger Experience | Scoop.it

We cannot solve our problems with the same thinking we used when we created them. -Albert Einstein

Eric_Determined / Eric Silverstein's insight:

Are you thinking differently and are you doing things differently?

 

Status quo is not an option, you are either the disruptor or will be the disrupted. Which one will you choose?

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Are You Trying To Be Everything To Everyone? 

Are You Trying To Be Everything To Everyone?  | New Customer - Passenger Experience | Scoop.it

You can never know who everyone is and what everyone thinks, but you can know what your right people care about and want to align themselves with.

Eric_Determined / Eric Silverstein's insight:

"You can never know who everyone is and what everyone thinks, but you can know what your right people care about and want to align themselves with."

 

Understand who your true customers are, then focus on delivering and delighting them throughout their journey with your brand.

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Is Customer experience a reflection of employee engagement?

Is Customer experience a reflection of employee engagement? | New Customer - Passenger Experience | Scoop.it

Customer experience is one of the largest points of focus in the new era of loyalty marketing, and continues to prove its value to a brand’s perception and, consequently, its bottom line.

Eric_Determined / Eric Silverstein's insight:

“Employees are the backbone of a brand's values and help solidify the relationship consumers have with the brand,” said Brad Marg, COO of Clutch

 

Employee engagement is not a one time event, it's a journey!

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How Emotions Impact The Customer Experience

How Emotions Impact The Customer Experience | New Customer - Passenger Experience | Scoop.it

Customers with positive associations with a brand will spend up to 200% more and will also tell an average of eight friends about them.

Eric_Determined / Eric Silverstein's insight:

The way customers feel is of the utmost importance, not just today, but for the entire customer life cycle. And since satisfaction is more neutral than positive, it is no longer enough for brands to simply satisfy customers.

 

  1. Emotions guide decisions: While we like to think of ourselves as logical beings, it is actually our emotions that inspire our decisions.
  2. Positive associations lead to repeat decisions: When someone makes a decision that leads to a positive outcome, they are more likely to make the same decision in the future.
  3. Without emotions, there are no decisions: If a person has no emotional connection to the outcome of a decision, they are less likely to actually make a decision.

 

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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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Your CEO Guide To Customer Experience

Your CEO Guide To Customer Experience | New Customer - Passenger Experience | Scoop.it

Click here to edit the content

Eric_Determined / Eric Silverstein's insight:
"In most companies, there are a handful of critical customer journeys. Understanding them, customer segment by customer segment, helps a business to maintain focus, have a positive impact on customer satisfaction, and begin the process of redesigning functions around customer needs. " - Have you fully mapped your customer journeys, and identified your key customer segments?
 
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Social Media is... 

Social Media is...  | New Customer - Passenger Experience | Scoop.it

Here it is: Social media is “media”.  It’s a newspaper, it’s a magazine, it’s a newscast, it’s a TV show, it’s a Netflix series, it’s a good book, it’s a newsletter.

 

Eric_Determined / Eric Silverstein's insight:

Are you delivering value and earning engagement from your customers?

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The Engagement Paradox - Are we more or less connected?

The Engagement Paradox - Are we more or less connected? | New Customer - Passenger Experience | Scoop.it

Organizations must develop a more holistic and integrated picture of the full tapestry of conversation across today’s digital channels.  Without this, the value of engagement is lost as product and marketing ideas, sales opportunities, and customer service needs go ignored and unaddressed.  It also again leaves critical openings that competitors can use to enter conversations with our stakeholders, and build their own relationships.

Eric_Determined / Eric Silverstein's insight:

The “Engagement Paradox.”  Namely, that the more technologies, devices, sites, apps, and other digital touchpoints we have, the less connected we are - do you agree?

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What Makes A Company Great?

What Makes A Company Great? | New Customer - Passenger Experience | Scoop.it

Shep Hyken shares the 6 D's to be customer centric

Eric_Determined / Eric Silverstein's insight:

How customer centric is your company culture?

 

Hyken 6 D's :

 

1. Define It

2. Disseminate It

3. Deploy It

4. Demonstrate It

5. Defend It

6. Delight In It

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Why We All Need Design Thinking

Why We All Need Design Thinking | New Customer - Passenger Experience | Scoop.it

Rather than being a creative activity, problem-solving sessions for many businesses are nothing more than an exercise in analytics.

Eric_Determined / Eric Silverstein's insight:

By meeting customer needs through creative problem solving, technological possibilities, and consumer-based strategies, it's possible for any company in any industry to excel.

 

Here are key reasons you need to consider Design Thinking:

 

Design Thinkers Are Problem Solvers

Design Thinking Leads To Innovation

Leaders Should Be Design Thinkers

Cross-Functional Training Leads To Design Maturity

 

Are you ready to embrace Design Thinking to stay competitive in today's fast-moving business and consumer driven climate?

 

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AcrobaticDesigns's curator insight, July 26, 12:35 AM
#DesignThinking: here creativity takes over problem solving, leads to innovation which could benefit customer in the long run.
Lee-ann Dias's curator insight, August 11, 7:47 AM
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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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