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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, visual and social engagement.
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3 tips for perfecting the #mobile #customer #experience

3 tips for perfecting the #mobile #customer #experience | New Customer - Passenger Experience | Scoop.it
With our growing need to become more mobile than ever, it’s no surprise that mobile device sales are through the roof.
Eric_Determined / Eric Silverstein's insight:

#Mobile #Experience, no room for errors. 


3 key tips to not overlook!


Any additional tips you would recommend?

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The Biggest Mistake Content Marketers Make On Social Media

The Biggest Mistake Content Marketers Make On Social Media | New Customer - Passenger Experience | Scoop.it
We all know content marketing is a growing industry. But you might be surprised by how quickly it’s growing: 60% of B2B small businesses plan on increasing their content marketing budget over the n…
Eric_Determined / Eric Silverstein's insight:

"As #content #marketing budgets grow, the need to invest in a long term content strategy will become necessary for success.

But even if your #brand creates highly targeted content, your content won’t likely gain traction unless you show it to those who will find #value in it, which means social promotion will become one of the most important steps in your #strategy."


Valuable insight across the different social media channels, do you agree?

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Nine0Media's curator insight, May 19, 2014 10:15 PM

#DIYSEO #Nine0Media

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What is the new #Customer Journey?

What is the new #Customer Journey? | New Customer - Passenger Experience | Scoop.it
A new model is needed for our increasingly non-linear world.
Eric_Determined / Eric Silverstein's insight:

Great insight across key brands: Google, McKinsey, SAP, Twitter, Visa, etc...


"Marketing isn’t about “pushing people’s thoughts and actions. It’s about amplification, helping what’s already happening grow faster.”


The funnel and Customer Decision Journey aren’t going away.  They are useful models, and will continue to be helpful in certain contexts.  But marketing today requires a new mental map to navigate a changing landscape. We need a model that informs marketers how to enable and empower, not just persuade and promote.  There are a variety of alternatives including journey, orbit, relationship, and experience.


Whatever model you choose, what’s most important is that it addresses: first, the multi-dimensional nature of social influence; second, non-linear paths to purchase; third, the role of advocates who aren’t customers; and fourth, the shift to ongoing relationships beyond individual transactions."


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Socializing the #Customer #Experience

Socializing the #Customer #Experience | New Customer - Passenger Experience | Scoop.it
I recently sat down with Jeannie Walters, 360Connext CEO, to discuss the changing nature of customer experience in the ever evolving world of social media. Brad: What are the customer experience table stakes for companies today? In other words, what must companies do to ensure good ...
Eric_Determined / Eric Silverstein's insight:

Social media has transformed the way many brands market to their shoppers, but few companies truly understand how social content and platforms can help them in their customer experience management efforts.


Share your best brand experience...

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Lessons from @LEGO_Group on how to build Social Value!

Lessons from @LEGO_Group on how to build Social Value! | New Customer - Passenger Experience | Scoop.it
The Great Wall of China wasn’t built in a day, it was built brick by brick. Although it’s hard to imagine how Lego; a century old toy that evolved from tiny wooden playthings into a titanic market of plastic building bricks, one must surely wonder what is that makes the company tick. An interesting observation …
Eric_Determined / Eric Silverstein's insight:

An interesting observation made about Lego was that they made it clear in the early stages that they were not in the toy-selling business but they were instead, in the business of imagination.

As a result, Lego successfully harnessed the magical power of effective story-telling communicated through multiple channels and it all begins with simple yet engaging conversations with their consumer base.


The reason why most brands are struggling with the core key concepts of social value are addressed elegantly below:

“You have to redefine your perspective of how the world works now and one way is to begin with the simple concept and nature of bricks which requires an investment of effort and hard work. Being open and transparent are the underlying key themes in placing them together and if you don’t, it’s only a matter of time until someone sees it through.”

“And if the bricks do fall, you start all over again. You just have to remember why they collapsed in the first place.”


Great lessons from Lars Silberbauer, do you agree?



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Service Process vs. Service Experience: Solving the Customer’s Problem vs. Owning the Customer’s Issue

Service Process vs. Service Experience: Solving the Customer’s Problem vs. Owning the Customer’s Issue | New Customer - Passenger Experience | Scoop.it
Michael Lowenstein talks about how you can solve a customers problem without owning the customers problem.
Eric_Determined / Eric Silverstein's insight:

It's important to understand the difference:

Service Process vs. Service Experience:Solving the Customer’s Problem vs. Owning the Customer’s Issue

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What is the formula for #ROI on positive #CustExp?

What is the formula for #ROI on positive #CustExp? | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Kerry highlights the importance of #CustomerExperience.


Not only to retain your customers, but the increased revenue you can anticipate from loyal customers willing to pay a premium for such experience!


Which brand or experience would you be willing to pay extra for?

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17 awesome digital #marketing quotes

There's a lot of wisdom out there when it comes to digital marketing. Tons. At times it can be overwhelming to sift through everything on Twitter, LinkedIn, ...
Eric_Determined / Eric Silverstein's insight:

Which one is your favorite?


Mine is Kathy Klotz-Guest:


"Marketing is a lot like Jazz. Its beauty isn't in the predictable notes; it's in the improvisation. So prepare, be open, let go, and adjust."

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Building Repeatable #Customer #Experiences

Building Repeatable #Customer #Experiences | New Customer - Passenger Experience | Scoop.it
The Chief Customer Officer must embed two new competencies inside the operation: 1.) Customer Experience Reliability and 2.) Customer Experience Improvement/Innovation. For the customer experience ...
Eric_Determined / Eric Silverstein's insight:

@JeanneBliss shares key insight for your company:


1. Customer Experience Reliability

2. Customer Experience Improvements/Innovation

3. Collaboration


How close is your company to meet all 3?

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Cathy Matthews's curator insight, April 28, 2014 10:02 AM

To create a consistently great customer experience, collaboration between all appropriate business partners is vital.  "Consensus needs to be agreed upon regarding how the organization will unite the silos."  Good advice and one of the keys to success.

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No Brand Is Your Friend

Inspired by the the work of Alex Noriega (http://www.snotm.com/) and Banksy's take on advertising (http://banksy.co.uk/) some random thoughts about brands an...
Eric_Determined / Eric Silverstein's insight:

A visually engaging and provocative way to look at branding, but at the end of the day, it's all about what YOU Like, and brands understand it's about the #Customer #Experience. 


Do YOU agree?

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6 #CustExp Mistakes You Don’t Want to Make!

6 #CustExp Mistakes You Don’t Want to Make! | New Customer - Passenger Experience | Scoop.it
Per results from recent Voice of Customer (VoC) research, Customer Experience strategies are failing to deliver the quality of experience customers expect. Notwithstanding today’s technology, t…
Eric_Determined / Eric Silverstein's insight:

"Results from customers who opted in to receive information versus the mass email population: 94 percent higher open rates, 1,062 percent higher video views, 100 percent deliverability and Zero unsubscribes”.


With those types of results, make sure you understand who your customers are and deliver a relevant experience throughout their journey. The results are clear!

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CMOs, Keep Your Company On Track And Avoid "Communication Debt"

CMOs, Keep Your Company On Track And Avoid "Communication Debt" | New Customer - Passenger Experience | Scoop.it
It happens. We get busy and all of a sudden we realize that the words we’ve been using to talk about our products or brand internally weren’t quite right and somehow made it up on the website, into our marketing material and ultimately into the minds of our consumers. This is communication debt, and it’s […]
Eric_Determined / Eric Silverstein's insight:

"It’s amazing to me the number of companies that let the communication and marketing language develop “organically” and then, all of a sudden, panic because no one knows what they really do. That is the same as throwing together an infrastructure that doesn’t scale. You must invest early to avoid communication debt."


How many brands do you know face the above?

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1 Word Every Marketer Needs To Know...

1 Word Every Marketer Needs To Know... | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

What do you think is the Word....


The same applies to delivering the right #CustExp!

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10 provocative #digital #marketing quotes!

10 provocative #digital #marketing quotes! | New Customer - Passenger Experience | Scoop.it
As digital marketing expands to include innovative technologies like iBeacons and new arenas like content marketing, it’s hard to keep track of what the latest, greatest strategies are.
Eric_Determined / Eric Silverstein's insight:

My favorite 4 quotes:


1. “The longer you avoid addressing your data, the more time you expose yourself to the risk that your competitors will get in front of your customers first.” — Cassie Hrushesky, Product Marketing Manager for Bluewolf, on understanding and making the most of customer data (via It’s All About Revenue)


2. “Making your customer the hero of your brand’s narrative landscape empowers them. Brands that serve the needs of consumers naturally become part of their stories—and who better to tell your brand story than a hero?” — Gaston Legorburu, Chief Creative Officer at SapientNitro, on putting customers at the heart of every decision (via Ad Week)


3. “The more you know about your customers, the more you can provide to them information that is increasingly useful, relevant and persuasive.” — Jay Baer, author of Youtility, on mining customer data (via Convince & Convert)


4. “What happens in the social world, is that if you get that right, you get disproportionately rewarded. If you get it wrong, you get disproportionately punished or outed. There’s a real cost to getting it wrong.” —Pete Blackshaw, Global Head of digital and social media at Nestlé, on delivering high quality messages (via Forbes)


Which one do you prefer?

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10 #Mobile #Marketing Trends to Justify Your Budget!

10 #Mobile #Marketing Trends to Justify Your Budget! | New Customer - Passenger Experience | Scoop.it
Your marketing budget should be informed and defended with facts and figures to support the channels you wish to market your organization on and why.
Eric_Determined / Eric Silverstein's insight:

Key trends in #CustExp via #Mobile with clear #Data to support your needs to validate your marketing budget.


Share your thoughts on some of the points listed.

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CXO #Infographics - #Customer #Advocacy

CXO #Infographics - #Customer #Advocacy | New Customer - Passenger Experience | Scoop.it
The Statistical Argument for Customer Advocacy
Eric_Determined / Eric Silverstein's insight:

Valuable #infographic on Customer Advocacy

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12 Leadership Lessons From @SpiderManMovie 2

12 Leadership Lessons From @SpiderManMovie 2 | New Customer - Passenger Experience | Scoop.it
The Amazing Spider-Man 2 was a fun movie. But it goes deeper than fun. There's at least 12 leadership lessons you can get from the movie. Find mine here.
Eric_Determined / Eric Silverstein's insight:

12 Valuable Leadership Lessons


Have you seen SpiderMan 2, any additional lessons?

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New Buyers Journey - Are you changing how you sell?

New Buyers Journey - Are you changing how you sell? | New Customer - Passenger Experience | Scoop.it
"Buyers are Changing How They Buy; Are You Changing How You Sell?" Customers have clearly changed how they conduct their buying process. Their expectations
Eric_Determined / Eric Silverstein's insight:

Start re-envisioning how to engage customers, then clearly define your buyer's journey - see #infographic

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Jean-Marie Grange's curator insight, May 6, 2014 5:41 PM

"Sales organization mistakenly invest in traditionnal answers to a new challenge"... So true!

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Capture #VOC then deliver the right #CustExp!

Capture #VOC then deliver the right #CustExp! | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Jodi Beuder clear definition on Voice of Customer:


"A good VoC strat­egy puts a for­mal sys­tem in place to cap­ture, man­age, and act on cus­tomer feed­back to con­struct an organization’s con­cept of what the cus­tomer needs, wants and expects. It then takes this cus­tomer intel to guide man­age­ment into mak­ing intel­li­gent deci­sions that shape strate­gic plans and prod­uct devel­op­ment ini­tia­tives, which will ulti­mately impact the customer."


Follow your customer Journey Map!

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CRM @pgreenbe Defines #Customer Engagement

CRM @pgreenbe Defines #Customer Engagement | New Customer - Passenger Experience | Scoop.it
What does customer engagement really mean? And how should businesses think about it today? Learn three steps to success from CRM expert Paul Greenberg.
Eric_Determined / Eric Silverstein's insight:

Paul defines customer engagement as “the ongoing interactions between company and customer, offered by the company, chosen by the customer.”  


Couldn't agree more!

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#Marketing Lessons...

#Marketing Lessons... | New Customer - Passenger Experience | Scoop.it
Exciting content beats advertising gimmicks.
Eric_Determined / Eric Silverstein's insight:

In today's Digital Age, it's important to have a clear brand mission, and while many may focus on grabbing attention via bold campaigns, the real success is on companies that know how to hold attention of their customers!


What are your thoughts?

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To Win the Battle for Differentiation, #CMO Must Focus on Personal Value

To Win the Battle for Differentiation, #CMO Must Focus on Personal Value | New Customer - Passenger Experience | Scoop.it
Customer Relationships - Research shows that emotional and personal values matter more to buyers than rational values. So, when marketers discuss the value of their products and services, they should also address the ...
Eric_Determined / Eric Silverstein's insight:

"Research shows that emotional content is the most shared of all content types. More specifically, content that makes people look good and feel good (makes them happy) gets shared the most. In fact, campaigns with purely emotional content performed almost twice as well(31% vs. 16%) as those with only rational content.


Marketing's job is to speak to that personal concern in a meaningful way. After all, people—not organizations—buy products and services."



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#Omnichannel - Deliver the right #Customer #Experience

#Omnichannel - Deliver the right #Customer #Experience | New Customer - Passenger Experience | Scoop.it
The retail business is now at an inflection point, where omnichannel urgency is the strongest it has ever been. Learn where you need to focus in 2014.
Eric_Determined / Eric Silverstein's insight:

"there’s a lot that can impact whether consumers have a good or bad experience: consistency and availability of information across offline and online channels, as well as supply-chain efficiency. Every touchpoint is now a critical moment of truth for determining consumer loyalty and brand credibility. The epic explosion of digital platforms and shifting consumer preferences are why an omnichannel approach is now imperative"


Share your thoughts on the above statement

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Nine0Media's curator insight, May 6, 2014 12:27 AM

#DIYSEO #WebConsultants 

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Technology Isn’t The Only Answer to Digital Disruption

Technology Isn’t The Only Answer to Digital Disruption | New Customer - Passenger Experience | Scoop.it
What’s the difference between disruptive tech and that of emergent or innovative technology?
Eric_Determined / Eric Silverstein's insight:

Brian Solis shares his "Wheel of Disruption"


"Companies that “get it” and invest more in learning about their digital customers’ behaviors, preferences, and expectations will carry a significant competitive advantage over those that figure it out later (if at all).

Instead of technology becoming the solution, it instead represents an enabler to do something greater!"


Which company delivers the right experience for you, uses your data wisely?

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#Brands Need to Stop Trying to Play Hero!

#Brands Need to Stop Trying to Play Hero! | New Customer - Passenger Experience | Scoop.it
Illustration: Miguel Montaner Did you ever know that you’re not my hero? There. It had to be said (or sung). Consider this amusing yet pertinent disconnect in the spirit of helping brands with positioning. One of the biggest mistakes brands make in storytelling is to play the role of the hero.
Eric_Determined / Eric Silverstein's insight:

"What’s making the brand-as-hero approach less effective?


Consumers.


They’ve become more sophisticated, resourceful and now have higher expectations. Any intent to control them may be received as arrogance and is unlikely to pass through their acceptance filters. But when your goal becomes participation, rather than control, the hero is more likely to let you into his world and his story.


You can start by focusing on efforts that rotate your brand from being push-driven and brand-centric (brand as hero) to being experience-based and consumer-engaging (brand as mentor)."


What are your thoughts on this last statement?


It's all about #CustomerExperience.

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