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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 - Latest venture www.snapcious.com - mobile social engagement
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5 Standout Apps - Focus on #CustExp!

5 Standout Apps - Focus on #CustExp! | New Customer - Passenger Experience | Scoop.it
Consumers are becoming more accustomed to using mobile apps to find the latest deals and information about products. And some retailers are going beyond the standard functionality of store locators...
Eric_Determined / Eric Silverstein's insight:

5 #Apps that understand what it means to deliver the right #CustExp !


Ask @Lowes @Dominos @Teavana @Wendys @BestBuy


Which feature do you prefer across the 5 brands?

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Welcome to Business-to-Everyone (B2E)

Welcome to Business-to-Everyone (B2E) | New Customer - Passenger Experience | Scoop.it
Buyers of business products long relied solely on sales contacts for information about new products and services. But today, thanks to the rise of mobile and social...
Eric_Determined / Eric Silverstein's insight:

Vala Afshar summarizes it well:


It’s now “B-to-Everyone”


"As enterprise buyers prioritize premium customer experiences through the lifetime of a product or service, sellers need to keep the customer top-of-mind. The barriers between the business and consumer no longer exist, and negative reviews of customer experiences can go viral very quickly. B2B and B2C buying models are merging as businesses lose control of the sales process. It’s no longer business-to-business or business-to-consumer; it’s business-to-everyone. Those businesses that understand the nature of today’s complicated customer relationships are creating longer-term and more lucrative relationships with customers. Ultimately, if a customer isn’t receiving a positive experience from your company, they’ll find someone else who can deliver it better."


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3 Tips For Creating A More Consistent #Customer #Journey

3 Tips For Creating A More Consistent #Customer #Journey | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

As Shep Hyken correctly highlights: "If there is inconsistency in product quality or customer service, the customer loses confidence because they don’t know what to expect.”


It takes 12 positive customer experiences to make up for one negative experience with your brand.


I can't express the frustration when you are passed on to the next level of customer service to address your technical issues with your internet line or any other services. Have you had the same experience?


Thanks to Russ Merz, PhD (@TokenPHD) for introducing me to this article!

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If #Customer #Experience Drives #Loyalty, Why Have Loyalty Programs?

If #Customer #Experience Drives #Loyalty, Why Have Loyalty Programs? | New Customer - Passenger Experience | Scoop.it
I was recently involved in a discussion about why companies are running they’re loyalty programs.  A few seasoned business leaders were commenting that the motivation
Eric_Determined / Eric Silverstein's insight:

Loyalty programs have a role to play. Leverage them towards your weak spots, in order to drive the right ROI, and positively impact your growth and profitability!


Here are some tactical goals for loyalty programs:

1. getting deep customer purchase #data
2. personalized offers and engagement with customers
3. rewarding referral and #social #media activities to drive brand visibility


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#Leadership Vs. #Management — check how @WarrenBuffett sees it...

#Leadership Vs. #Management — check how @WarrenBuffett sees it... | New Customer - Passenger Experience | Scoop.it
Businesses need individuals who will be both leaders and managers. As Warren Buffet said, it is not enough to just manage, nor is it enough to only lead.
Eric_Determined / Eric Silverstein's insight:

What is the key to success, #Leadership or #Management?


Do you see the difference between:


"Does the Right Thing vs Does Things Right?"


Good #infographic


When your employees deliver an outstanding #customer #experience, it's the result of both inspiration from leadership and qualities in management.


Share your thoughts.

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Efficienarta's curator insight, March 5, 2014 5:20 AM

I believe that all enterprises benefit from recognising the importance of both Leadership and Management capabilities - however interlinked. I had the great fortune to experience robust Leadership Training at the beginning of my first career as a Royal Air Force Officer. Subsequently I learned a huge amount about management when I studied for an MBA. Later as I took the journey to become a Chartered Director, I became more and more convinced of the need for enterprises to conscientiously develop and reward management and leadership excellence. 

Debra Walker's curator insight, March 6, 2014 3:13 PM

Blurred Lines - to quote popular culture.  Wonderful to see this update from Drucker's original teachings.  It is true that it used to be an option and that management had a role as did leadership as well as the third sibling supervision.  In today's economy, employee experiences are keys to what drives customer experiences and leadership is not a nice to have, it is a necessity.  

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How #Data & #ContentMarketing deliver Engagement

How #Data & #ContentMarketing deliver Engagement | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

The key to marketing success:


"Content creation and statistical data analysis has become the competitive differentiator for developing highly effective multi-channel marketing campaigns. Marketers need to develop an “agile” framework for testing content creation. They need to understand multivariate campaign testing frameworks for driving highly effective customer engagement.


The speed of content creation has been elevated to a marketing business process that is key to competitive advantage. And the messages need to be analyzed with statistical methods, frameworks and dashboards that answer the following:


- Descriptive: What happened?

- Diagnostic: Why did it happen?

- Predictive: What is likely to happen?

- Prescriptive: What should I do about it?"


Do you agree that the above is not a suggestion, but a key requirement if you intend to lead or remain in business?

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Marketing priority in 2014: #Engagement!

Marketing priority in 2014: #Engagement! | New Customer - Passenger Experience | Scoop.it
ADOTAS – The priorities of marketers in 2014 can be summed up in one word: engagement. Customer attention is a [...]
Eric_Determined / Eric Silverstein's insight:

Content Marketing landscape today is saturated. When every company is creating similar content, there’s no incentive for customers to become loyal to one brand over another.


On average, marketers believe that they should be sharing around 15 pieces of content a day. Right now, almost half of them say that they can’t keep up with that current demand. With an intelligent, mobile content marketing solution, marketers will finally be able to meet those demands in a more targeted and tactical way.


It's about the #Customer #Experience


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#CamMe Wins 'Most Innovative #App' at #MWC14

#CamMe Wins 'Most Innovative #App' at #MWC14 | New Customer - Passenger Experience | Scoop.it
Selfie app CamMe won the "most innovative app" award at Mobile World Congress in Barcelona Tuesday.
Eric_Determined / Eric Silverstein's insight:

Mobile World Congress is buzzing with great innovations, multiple awards, all new tools that should provide a great #CustExp.


This #camMe App is just one extension that PointGrab are looking to capitalize via gesture.


It's all about creating a seamless and frictionless experience. Companies are looking for ways to remove a remote from the entire experience.


How do you see gesture changing your interaction with your TV and/or other devices?

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10 Key #CustExp #CRM trends @Forrester

10 Key #CustExp #CRM trends @Forrester | New Customer - Passenger Experience | Scoop.it
I'm moving into covering the greater CRM space, yet still retaining a deep focus on customer service technologies. Now-retired analyst extraordinaire, William Band and I put together our top trends for CRM in 2014.
Eric_Determined / Eric Silverstein's insight:

Top 10 trends shared by Forrester Research:


Trend 1: Companies Strive To Be Experience Driven.

Trend 2: Enterprises Will Embrace Tools That Create An Outside-In Perspective.

Trend 3: More Organizations Will Become Digital Disruptors

Trend 4: The Mobile Mind Shift Will Force CRM To Evolve Quickly

Trend 5: Big Data Will Turn Into Customer Insight. 

Trend 6: Social Will Connect At All Stages Of The Customer Life Cycle.  

Trend 7: Rapid Adoption Of CRM SaaS Solutions Will Continue.

Trend 8: More Companies Will Aspire To Become Agile Enterprises. 

Trend 9: Marketing Leaders Will Put Customer Insights To Use. 

Trend 10: Enterprise Will Support Employees To Embrace New Technologies.


Kate and William hit the key points that most organizations need to focus on. 


Which trend above do you see having the biggest impact for your organization and customers?


Share your thoughts on the trends listed.

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#Customer #Experience Must Improve in 2014!

#Customer #Experience Must Improve in 2014! | New Customer - Passenger Experience | Scoop.it
Customer experience must improve in 2014, according to more than half of the respondents in a survey conducted by strategy execution consulting company Root Inc.

The survey identified companies’ biggest organizational challenges and priorities for 2014. The top challenges for leaders and businesses include improving the customer experience, driving higher levels of employee engagement, helping employees understand company strategy, as well as developing leadership or manager competencies.
Eric_Determined / Eric Silverstein's insight:

This #CustExp study provides a lot of valuable #data, but I particularly like the following statement from Rich Berens:


"Leaders need to look at methods that aren’t just a ‘tell’ to the employees with whom they are trying to connect. They need to convey information in a way that creates intellectual and emotional commitment and clarity on how people can connect to the larger goals of the company. That’s when they'll see real success.” 


Those same principles will then carry from your employees to your customers!


What are your thoughts on the survey?

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Paula Seba's curator insight, February 23, 2014 8:23 PM

adicionar a sua visão ...

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Who Leads #BigData Market? (Probably Not Who You Think)

Who Leads #BigData Market? (Probably Not Who You Think) | New Customer - Passenger Experience | Scoop.it
Go to a big data tech conference, approach any ten people and ask them to name the technology that’s driving the industry. Most of them will say Hadoop. Ask them to name the vendors who are driving Hadoop’s development, adoption and growth and they’ll say Cloudera, Hortonworks, MapR and they might even throw Pivotal, Intel, Microsoft HDInsight or WANdisco onto the list Next, ask them which technology vendors are reeling in the bucks while riding the big data wave and they’ Topic: Big Data.
Eric_Determined / Eric Silverstein's insight:

It's interesting to read who the top players are today. There is certainly a great focus on #Data in order to better engage with their customers #CustExp.


On the other side there is the value of data for brands to advertise.


How do you see Data playing out?

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#UX - The strength of a #brand #loyalty begins with how your product makes people feel

#UX - The strength of a #brand #loyalty begins with how your product makes people feel | New Customer - Passenger Experience | Scoop.it
Jay Samit, chairman of Realty Mogul: In the digital age, user experience is arguably the most important face of your brand.  Very few of your customers will ever meet the dedicated members of your team that engineered and created your product, but all will interact with your UX.  The strength of brand loyalty begins with how your product makes people feel...
Eric_Determined / Eric Silverstein's insight:

Jay shares 3 key factors to #UX, with great examples from @Google, @Nike:



- The interface must communicate the values of the product, not just its features. 


- Your UX must make the experience fun and rewarding. 


- UX design must reflect the brand image. 


By leveraging each consumer interaction to improve your UX, companies can channel their #data into insights for great UX.  Design is how you make your first impression with your consumers.  Make sure it is a lasting one!


Share your thoughts on Jay's insights.

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Julian Poulter's curator insight, February 18, 2014 8:58 AM

my comment

SmartMPM.com Marketing Measured.'s comment, February 18, 2014 10:24 AM
Where did that image come from? I didn't see it on the article. I'd love to see a larger version of it.
Eric_Determined / Eric Silverstein's comment, February 18, 2014 10:28 AM
Hi, the Source of image: helloerik.com/ux-is-not-ui
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Re-Invent the Future

Many companies find themselves at a crossroads. The next few years will decide which business models will survive and which will undergo sweeping changes. Te...
Eric_Determined / Eric Silverstein's insight:

Professor Steven Van Belleghem addresses current trends. He showcases where traditional industries may be challenged and  recommends to be ready to re-invent yourself !


Ask @BMW and all others, they certainly see change coming.


How about you?

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Andrew McKee's curator insight, February 14, 2014 4:43 AM

      

....definitely a case of "What got you here, won't ..."..............

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#Customer #Experience is #1- just ask @IBM!

#Customer #Experience is #1- just ask @IBM! | New Customer - Passenger Experience | Scoop.it
CIO Insights from Global C-Suite Study
Eric_Determined / Eric Silverstein's insight:

This IBM study highlights the key trends, with a great #infographic title: 


The #CIO new boss: #Customers


Share your view on the results.



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Jean-Marie Grange's curator insight, March 17, 2014 9:48 AM

Every company has to know, understand and communicate with its customers...

Ranjit Kovilinkal's curator insight, March 18, 2014 12:19 AM

SMAC (Social, Mobility, Analytics, Cloud) rules!!!

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#Customer #Experience Is Today's Business Benchmark

#Customer #Experience Is Today's Business Benchmark | New Customer - Passenger Experience | Scoop.it
Not so long ago, every business assumed that the keys to success were the highest quality product, the best value for the buck, and the best customer service. Now all we hear about is providing the best “customer experience.” Exactly what is that customer experience that every modern marketer is [...]
Eric_Determined / Eric Silverstein's insight:

Martin provides 6 key recommendations that will impact your #Customer #Experience.


Share your thoughts on #NPS?

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The 36 Rules Of #SocialMedia - #Infographic

The 36 Rules Of #SocialMedia - #Infographic | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

A fun way to review #SocialMedia


Do you agree with all the rules?


Which one may provide the greatest opportunity for your business?

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Francesca Vittori's curator insight, March 11, 2014 5:12 AM

#SocialTips #SocialMust #SocialToDoList

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Earn your #Customer #Loyalty by bringing them to tears!?

Earn your #Customer #Loyalty by bringing them to tears!? | New Customer - Passenger Experience | Scoop.it
Brands that build an emotional connection with their customers are the ones that will continue to thrive in our global and commoditized economy. Where better to do this than on the recent Winter Olympics? One organization that understands this better than any other is Procter and Gamble (P&G). Procter and Gamble (P&G) understands the importance ...
Eric_Determined / Eric Silverstein's insight:

#Emotions play an important role within the overall #Customer #Experience with your brand.


Check earlier Scoop article from Jan 30th: 

Emotion IS The #Experience - #Infographic


Share your experience, and your thoughts on the P&G ad campaign.

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Debra Walker's curator insight, March 6, 2014 2:44 PM
Connecting to the emotion is absolutely a key to connecting with the customer. Beauty products, as an example, are not sold based on the technical compositions unless there is a link to the emotions of why those ingredients are important - attaching to the values and emotions of the consumer. Similarly - and unfortunately - there is also still a prominence of branding that is associated with connecting with another emotion - fear. Which moves me to tears but for other reasons.
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#Millennials: #Technology = #Social Connection

#Millennials: #Technology = #Social Connection | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

"This generation’s digital tendencies means that marketers and brands need to step up their games in order to keep up and engage with them.


Millennials / Generation Y are 77 million strong in the U.S.—on par with Baby Boomers! —and make up 24 percent of the country’s population. And while many are still climbing the income ladder, this group’s size and age range highlights its long-term purchase power.

They are the first to come of age with cable TV, the Internet and cell phones, so technology is essentially baked into every Millennial’s DNA. In fact, when asked what makes their generation unique, Millennials ranked “Technology Use” first (24%), followed by “Music/Pop Culture” (11%) and “Liberal/Tolerant” (7%). In contrast, Boomers ranked “Work Ethic” as the most defining characteristic of their generation.

Given their fluency and comfort with technology, Millennials have more of a positive view of how technology is affecting their lives than any other generation. More than 74 percent feel that new technology makes their lives easier, and 54 percent feel new technology helps them be closer to their friends and family."


It's important to recognize the trends if your business expects to engage with them.



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#Wearable Technology: $70 Billion Picture!

#Wearable Technology: $70 Billion Picture! | New Customer - Passenger Experience | Scoop.it
ADOTAS – This article shares some of the recent research from the brand new IDTechEx report, “Wearable Technology 2014-2024”.

Wearable [...]
Eric_Determined / Eric Silverstein's insight:

It's important to realize the reach wearable technology will have.


Great opportunities and challenges, in order to realize the best #customer experience.


How do you see the industry evolving?

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How #Omnichannel Creates New Competition for Your #CustomerExperience

How #Omnichannel Creates New Competition for Your #CustomerExperience | New Customer - Passenger Experience | Scoop.it
As is there wasn’t enough competition for struggling industries like banking, retail an
Eric_Determined / Eric Silverstein's insight:

"Your customers have a lot more to compare your Online and #Mobile experience to.


In this customer driven economy with heavy social connectivity, customer expectations are a moving target, and they’re not moving down — only upward. The fight for the customer experience victory puts your company in a battle with more than just your direct competitors — it’s about matching up and beating the omni channel experience leaders across industries."


Do you agree?

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How to Grow Without Losing What Makes You Great

How to Grow Without Losing What Makes You Great | New Customer - Passenger Experience | Scoop.it
Author Robert Sutton offers lessons from Starbucks, In-N-Out, Intuit, Facebook, and more on the delicate art of scaling a business.
Eric_Determined / Eric Silverstein's insight:

Valuable lessons across key brands, but Bob and Huggy summarizes it well:


"Scaling isn't just about getting bigger. It is also about getting better. It's about spreading exceptional ideas, systems, or business models, and then persuading--ideally inspiring--others to make them their own.


The goal, Sutton and Rao agree, is to build a business that is as beautiful on the inside as it is impressive on the outside."


#Leadership & #Employee  engagement on the inside and #CustExp on the outside


Share your thoughts on the brands listed and experiences.

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Efficienarta's curator insight, February 25, 2014 3:18 AM

Includes a particularly important point about deciding things to stop doing. In my experience one of the most difficult thing for both leaders and managers to do.

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5 #Tech #Trends - Good things ahead!

5 #Tech #Trends - Good things ahead! | New Customer - Passenger Experience | Scoop.it
Every year brings plenty of hype around the promise of what new technical advancements and capabilities can bring to organizations trying to transform their businesses. There are also plenty of things that never quite live up to the promised hype. Let’s take a look at what to expect in 2014. Topic: Social Business.
Eric_Determined / Eric Silverstein's insight:

#BYOD to BYOC and BYOA or the impact of #IoT, #Data, #Mobile


All elements that should lead to a better #customer #experience.


Share your thoughts.

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Ángeles Mirón Martín's curator insight, February 23, 2014 1:22 PM

What is coming this year in  #tech? 

Sue Walsh's curator insight, March 1, 2014 5:29 PM

These trends are on the money !

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Features Tell, but Benefits Sell - #CustExp

Features Tell, but Benefits Sell - #CustExp | New Customer - Passenger Experience | Scoop.it
People have little interest in purchasing a bed; what they want is a good night's sleep. Some folks would sleep on a cardboard box if it
Eric_Determined / Eric Silverstein's insight:

Gregory shares great examples that reinforce the approach and message to use with customers.


Here are two key statements:


1. Belle Beth Cooper @Buffer "people don't buy products; they buy better versions of themselves"


2. Jason Fried "Here's what our product can do" and "Here's what you can do with our product" sound similar, but they are completely different approaches.


Informercials do it well. Did you know: "the U.S. market for infomercial products stood at $170 billion in 2009 and could exceed $250 billion by 2015. In fact, with the worth of the entire U.S. network and cable industry estimated at $97 billion as of 2013, DRTV [direct response television] is much bigger than TV itself !"


Share your thoughts on the insights provided.

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Rhonda Hailey's curator insight, February 21, 2014 9:35 AM

So true..  I always encourage my partners to focus on the benefits of a relationship with them vs what they sell.  WIIFM WIIFM WIIFM

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How 4 Obstacles to change can affect #Leadership & #CustExp !?

How 4 Obstacles to change can affect #Leadership & #CustExp !? | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

The four obstacles to change - how they are similar in Leadership and Customer Experience


1. The knowing-doing gap:


Always be ready for changing conditions, what may have worked before will not automatically work in future


2. Insufficient investment: 


"To develop mastery of the practice, you must first develop mastery of the knowledge."


In today's business environment, you need to capture #Data in order to better engage with your customers.


3. Implementation difficulties lead to insufficient persistence


It's not because you have difficulties implementing a new program that you should give up on it. If you have the right data to back it up, persist and engage with your customers and team members to make sure you implement the right leadership and customer experience change.


4. Insufficient support from their ecosystem


Validation will come, but in a changing environment, it takes some time to get team members to change with it. But when it comes to customer experience, you will see immediate results, good and bad, so always be ready.


Share your thoughts on these attributes across Leadership and Customer Experience.

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What is #Customer #Experience? - #infographic

What is #Customer #Experience? - #infographic | New Customer - Passenger Experience | Scoop.it
An explanation of the Customer Experience Management fundamentals with specific findings related to the business benefits. A look at the Voice of the
Eric_Determined / Eric Silverstein's insight:

What is #Customer #Experience?

This 2011 #infographic @SandSIV is still very applicable today

Do you agree?

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