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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
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Your Mobile Marketing Strategy - Are you using all tools to succeed?

Your Mobile Marketing Strategy - Are you using all tools to succeed? | New Customer - Passenger Experience | Scoop.it
Mobile - A mobile marketing strategy is crucial to an online retailer's success these days, and here's how to get your strategy working for you ASAP.
Eric_Determined / Eric Silverstein's insight:

Asi provides a thorough review of all tools available with great examples.

 

"Take the time to develop your mobile marketing strategy and take advantage of this rapidly growing market. Consider using popular social media apps as part of a comprehensive e-commerce strategy to increase brand awareness and engagement, and have your website design optimized for mobile users. The improved #mobile #experience will naturally lead to better conversion and increased sales."

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Space Ape's Samurai Siege game is a hit. They show how #custexp help them succeed.

Space Ape's Samurai Siege game is a hit. They show how #custexp help them succeed. | New Customer - Passenger Experience | Scoop.it
    Last year John Earner, a former head of product at Playfish, raised $2.6 million to launch a new game company called Space Ape, recruiting execs from Playfish (which sold to Electroni...
Eric_Determined / Eric Silverstein's insight:

With a growing audience of online gamers, especially through the growth in #Mobile, this article shows how seasoned executives were able to adapt and change course to achieve success.

 

They are committed to avoid the one-hit wonder. 

 

They understand the importance of #custexp to define the right approach and engagement, in return customers are generating revenues for the company.

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Reaching the 5 Types of M Shoppers | Beyond Philosophy

Reaching the 5 Types of M Shoppers | Beyond Philosophy | New Customer - Passenger Experience | Scoop.it

In this article, Colin Shaw looks at the 5 types of M Shoppers and the best way you can go about reaching them.

 

Researchers studied over 3,000 consumers in the U.S., UK and Canada to see what mobile technology had changed the way they shop in retail stores. They reviewed data from the group to identify which consumers were the most likely to showroom, who was using the loyalty programs that include things like free shipping, and also to see who was most likely to use vouchers or price matching apps. After looking at all the data, the study showed that there are five specific types of M-Shoppers. Each group has similar traits and behaviors that retailers can use to target them specifically. 


Via Russ Merz, Ph.D.
Eric_Determined / Eric Silverstein's insight:

It's important for businesses to embrace technology:

 

"Mobile Shopping is not as much a threat to retail sales as it is an opportunity to improve them. Not only do retailers have a chance to curb the practice of showrooming (when a customer goes into a store to see a product then buys it later online) but they can also use mobile technology to enhance the in-store #customer #experience with #loyalty and reward programs that will build their long-term relationship with consumers."


It's all about the customer.

 

You will find very interesting stats within the Infographic.

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Russ Merz, Ph.D.'s curator insight, October 23, 2013 8:25 PM

A typology of #Mobile Shoppers based on research from Columbia University. [Infographic]

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How Leaders Know When to be an Optimist, Realist or Pessimist

How Leaders Know When to be an Optimist, Realist or Pessimist | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Scott provides valuable insight:


"The leader’s job is to remind the team that together things are going to get better…That the mission is worth pursuing…and that success will come.


The point is, effective leadership requires knowing when to be pessimistic, realistic, idealistic or optimistic."


What are your thoughts?

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Sir Stuart Rose Believes Retail Needs to Innovate to Survive

Sir Stuart Rose Believes Retail Needs to Innovate to Survive | New Customer - Passenger Experience | Scoop.it
Sir Stuart Rose has been in the retail business for over 40 years now, even being knighted for his contribution to the British retail industry. So, when he
Eric_Determined / Eric Silverstein's insight:

With a focus on retail, Sir Stuart Rose correctly highlights key points:

 

Don’t slip into the same mind-set you had pre-recessionInnovate now, not when everybody else begins doing soBend over backwards to deliver the experience your customers want – it’s no longer in your ballpark how to decide what to offer themFind that golden ground between old and young customers
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Orbitz taps mobile for instant rewards while traveling - Mobile Commerce Daily - Database/CRM

Orbitz taps mobile for instant rewards while traveling - Mobile Commerce Daily - Database/CRM | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Orbitz is focused on their growth areas. Today 30% of their bookings come via mobile with the expectation that it will grow to 50% and above. Instead of waiting, they have taken the initiative to enhance their mobile offering, focusing on customer experience with all new tools and ways to use rewards from their loyalty program.

 

They are leveraging the latest platforms of IOS7 & Android, @Google and @Paypal to come, in order to offer a simple and seamless experience.

 

It's a clever way for Orbitz to compete against the other well positioned travel companies such as Expedia, Travelocity, etc...

 

What are your thoughts on the new App and rewards?

 

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Superior Customer Experience: Feedback Fluency Part II #custserv #cx - Kate Nasser

Superior Customer Experience: Feedback Fluency Part II #custserv #cx - Kate Nasser | New Customer - Passenger Experience | Scoop.it
Leaders, here are 4 critical beliefs & steps to creating superior customer experience through listening to the customer. From The People Skills Coach™.
Eric_Determined / Eric Silverstein's insight:

Without customers, you would not be in business!


Everyone within your organization plays a role:


- To listen

- To understand

- To engage


Kate provides great insight: "Get everyone listening to the customer. Break down the silos. Allow all to hear and use the free feedback for superior customer experience.

 

It’s a matter of today’s profitability and the company’s longevity. Companies go out of business when the customers’ needs and wants change and the company doesn’t!"

 

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M. R. RAO's curator insight, October 22, 2013 3:13 AM

Listening is the most important criteria for anything we do in our day to day activity. Whether it's for business, meeting, communication or for that matters any activity where people's presence and involvement is active.you have nothing to loose. Make it a habit and reap reward for self and the business in which you are associated

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Future of CXM: Transition from Web Content Management #DigitalPulse

Future of CXM: Transition from Web Content Management #DigitalPulse | New Customer - Passenger Experience | Scoop.it
Consumers are catching on like the zombies in the Walking Dead TV show: They’re getting faster, bigger, stronger and more insatiable.
Eric_Determined / Eric Silverstein's insight:

@cmswire article touches on key developments in the customer experience arena.

 

Key expectations to come from #DigitalPulse. 

 

The conference should yield good insight.


I like the reference to Zombies :)

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Have Your Cake and Eat it Too: Great Customer Experience Does It All

Have Your Cake and Eat it Too: Great Customer Experience Does It All | New Customer - Passenger Experience | Scoop.it
Journeys, journeys, journeys. I've been using that word a lot recently with my clients, in my speeches, with my colleagues. And it's not because I like the band Journey (though they do have some good
Eric_Determined / Eric Silverstein's insight:

Understanding your customer journey results in:

 

1. Customer satisfaction scores increase 20%

2. Revenue growth (through reduced churn, acquisition, etc) increases 10% - 15%

3.Costs to serve decrease 15% - 20%

4. Employee satisfaction increases 20% - 30%

 

Check the SlideShare presentation with insight from David Edelman

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Customer Loyalty Declining | Social Media Today

Customer Loyalty Declining | Social Media Today | New Customer - Passenger Experience | Scoop.it
Customer loyalty is declining and we’re not going to solve it through marketing. The solution lies on a deeper level.
Eric_Determined / Eric Silverstein's insight:

Businesses need to adapt, and the same applies to loyalty programs. 

 

Here are great insights from Steven Van Belleghem:

 

"Why customer loyalty is down

Companies can’t  keep up with rising consumer expectations. Loyalty programs are missing their mark. Digitization makes everything transparent. Focus on individual  touch points instead of on the customer experience as a whole. No unique  relevance to consumers. "

 

Provides in depth review on each point. 

 

Do you regard your loyalty cards as pure discount cards?

 

Which loyalty program do you see as standing out?

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Dunkin’ Donuts CMO focuses on integrating all channels

Dunkin’ Donuts CMO focuses on integrating all channels | New Customer - Passenger Experience | Scoop.it
Dunkin’ Donuts today is launching TV spots called #MyDunkin, featuring the brand’s passionate Twitter fans.
Eric_Determined / Eric Silverstein's insight:

John Costello shares his valuable insight into the variety of campaigns they are launching, in order to drive more customer engagement:


"Tying into our larger Philadelphia Eagles promotion, we’ve offered a free cup of coffee in that market if you download the mobile app and if the [NFL team] wins. This kind of interaction among all of the screens led to developing #MyDunkin. It leverages the passion consumers have for the brand. We’ve found in the last few years that letting consumers talk about Dunkin’ is far more powerful than any brand message we could put out."

 

They show the power of the customer above. 

They understand what #Millennials expect:


"We’re the perfect brand for millennials because they want to eat and drink what they want, when they want it, where they want to eat it. And all of our menu items are available all day long. Social media is going to be an important way we connect with them."

The value of #Data:
"We have real rigor in terms of analytics. But I think Big Data should supplement your judgment more than replace it. Sometimes companies can get caught into analysis paralysis."



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Susan Williams's curator insight, October 16, 2013 9:40 AM

this market focused promotion is right on

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Why More Marketers Are Taking The CEO Reins

Why More Marketers Are Taking The CEO Reins | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Organizations need to adapt.

 

As Thomas Yang correctly highlights:

 

"The digital evolution and social networking explosion have forever changed purchasing choices, placing the power of influence in the hands of customers’ “friends.” With real-time consumer reviews and reactions available anytime, anywhere, and for virtually any products, services, or brands worthy of your hard-earned dollars, it’s not only the marketing department that must track with and respond to customers’ needs and experiences. It’s the responsibility of the entire organization. Delivering the best #customer #experience builds loyalty, and devoted customers equate to recurring revenue streams necessary for companies’ sustainable, profitable growth.

This business strategy starts and ends in the corner office."

 

 

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The New Buyer Journey Revolution Will Not Be Televised ... And Is Happening Without You

The New Buyer Journey Revolution Will Not Be Televised ... And Is Happening Without You | New Customer - Passenger Experience | Scoop.it
The new buyer journey is happening whether or not you participate. Why wouldn't you participate?
Eric_Determined / Eric Silverstein's insight:

As Gerry correctly points out: "The new buyer journey is why you need to consider social media, social selling and content marketing programs as part of your marketing startegy. The new buyer journey includes you. However, it will happen whether or not you participate."


It's all about the #Customer #Experience

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#Mobile #Game companies are focused on #custexp to drive results

#Mobile #Game companies are focused on #custexp to drive results | New Customer - Passenger Experience | Scoop.it
'I think the gaming industry will start to look a little bit more like the television industry,' says games publisher's CEO Kevin Chou
Eric_Determined / Eric Silverstein's insight:

Kevin Chou notes that the mobile/social games industry is still figuring out what works, what doesn't work, and what annoys players when it comes to free-to-play games – and specifically the challenge of creating something that up to 98% of players won't pay for, and in games where they compete against one another, getting the balance right between progression through paying versus playing.


All industries are focused on the right #customer #experience to drive results.

 

Interesting to note Kevin's feedback on Zynga.

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How Apps are Evolving: A Look at the Recent Design Trends in Mobile Apps

How Apps are Evolving: A Look at the Recent Design Trends in Mobile Apps | New Customer - Passenger Experience | Scoop.it

Design is everything. Great ideas turn into great designs and great designs help in building great apps. Earlier, people worried more about the functionality of the app and cared less about its interface. But times have changed. People now have a zero-tolerance policy for antiquated apps.

 

App Developers not only need to create aesthetically pleasing interfaces, they also need to keep up to the perpetually altering design trends.

And let’s not overrule the catastrophic outbreak of apps on the three major mobile platforms- Windows, Apple and Android. For your app to stand-out, it needs to have a kickass interface blended with an amazing idea. Might sound exaggerating, but the time of mediocrity is out. Boring, humdrum, run-of-the-mill doesn’t work anymore.


Via The Ayantek Team
Eric_Determined / Eric Silverstein's insight:

"Design is everything. Great ideas turn into great designs and great designs help in building great apps.


Earlier, people worried more about the functionality of the app and cared less about its interface. But times have changed. People now have a zero-tolerance policy for antiquated apps."


With businesses competing for their customer's attention, and Mobile  playing an increasing role to engage with customers, it is critical to understand the latest developments to continuously improve your #mobile #customer #experience.


Share your thoughts on some of the trends listed in the article.

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The Ayantek Team's curator insight, October 24, 2013 9:50 AM

A mobile apps success hinges on design. This article goes into depth about the 10 design trends that are creating a great user experience. 

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Want to Innovate? It Starts With Your Corporate Culture

Want to Innovate? It Starts With Your Corporate Culture | New Customer - Passenger Experience | Scoop.it
The business environment is always changing, and the CEO’s job is to ensure that the organization adapts and evolves to meet those changes
Eric_Determined / Eric Silverstein's insight:

John is absolutely correct in his statement:

 

"One of the most important aspects of corporate culture is encouraging employees to embrace change.


The business environment is always changing, and leadership’s job is to ensure that the organization adapts and evolves to meet those changes."


John provides three key guiding principles in his article.


One last item that may be missing is the #customer engagement, since the entire organization depends on that final product/service buy-in. 


Do you agree?

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Measuring Business Results from a Social Customer Experience Program

Measuring Business Results from a Social Customer Experience Program | New Customer - Passenger Experience | Scoop.it
Where do you get the data needed to measure your social media customer experience program? Columnist Dave Evans shares data sources and importantly, how to put social data to work to further your business goals.
Eric_Determined / Eric Silverstein's insight:

Dave is absolutely right:


"Measurement leads to insight; it helps us better understand customers and markets. These insights can explain what’s behind your performance and return metrics, enabling you to drive those metrics higher. This is valuable when you are trying to fine tune and improve results."


As he higlights in his article, the key to the final equation is what ROI you anticipate in order to impact your bottomline.

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What Can We Expect From The Next Decade Of Marketing?

What Can We Expect From The Next Decade Of Marketing? | New Customer - Passenger Experience | Scoop.it
While most of the impact of technology on marketing has been tactical so far, over the next decade or so there will be a major strategic transformation.
Eric_Determined / Eric Silverstein's insight:

Greg provides in depth analysis how Marketing is evolving :

 

"digital technology has enabled us to retarget consumers when they respond to a message and that has changed marketing forever.  In effect, we must make the shift from grabbing attention to holding attention.

 

That means that brands will have to learn to be more like publishers and learn content skills.  It also means that marketers will have to create a genuine value exchange rather than just coming up with catchy ad slogans and price promotions.  Like it or not, we’ve entered a post-promotional paradigm.

 

Big data is enabling an entirely different approach.  Rather than wait for the results of controlled studies and then analyze them to glean insights, we can collect massive amounts of data in real time.  Instead of fooling ourselves into thinking we have it right, we can become less wrong over time."


I particularly like this last sentence.

 

What are your thoughts? 

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Moët & Chandon's global photo contest fuses brand image with celebration - Luxury Daily - Multichannel

Moët & Chandon's global photo contest fuses brand image with celebration - Luxury Daily - Multichannel | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

It's important for Brands to engage their customers.

 

Here is an example of Moet & Chandon using social media channels for customers to share their success stories via photos. In return, weekly drawings take place.

 

Roger Federer certainly enjoyed a stellar career, would he be the person you would have chosen as your brand ambassador?

 

I like the brand association to "Success", looking forward to learn more on the response rate of the campaign.

Share your thoughts. 

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Customer Management Exchange Network Reveals Top Four Priorities for Global Brands | Loyalty360.org

Customer Management Exchange Network Reveals Top Four Priorities for Global Brands | Loyalty360.org | New Customer - Passenger Experience | Scoop.it
The fourth priority – an ongoing need to better understand customers – is pivotal for customer experience leaders.
Eric_Determined / Eric Silverstein's insight:
@Philips understands that loyal customers will not only impact the bottomline, but will also be a key vehicle for new customer acquisition."Arne van de Wijdeven, Director of Customer Advocacy at Philips, said in the research report that he believes customer insight is “the key to a competitive edge” and is vital for creating an exceptional customer journey. According to Arne, organizations must not only deliver, but also exceed customer expectations, and should prioritize customer loyalty over acquisition. "


 

 

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What Mobile App Developers Know About Designing Great Customer Experiences

What Mobile App Developers Know About Designing Great Customer Experiences | New Customer - Passenger Experience | Scoop.it
Notes from the frontier of pricing strategy.
Eric_Determined / Eric Silverstein's insight:

Colin Raney shares stories of successful Apps that drive revenues directly linked to positive #customer #experience:


"This evolution to in-app purchases is a small shift in experience that has large implications for the developer’s business model. To earn revenue within the flow of the app, designers have to position payment exactly when the user would recognize the value. (Which means you *really* have to understand your users.) And to promote the app, developers are prompting users to rate the app after they’ve conquered a difficult puzzle, or used a feature for the first time – moments when they’re arguably most appreciative. Payment and promotion used to live outside the app experience; this evolution directly connects the experience to the business model."


Aslisted above, you need to know your customers well, in order to offer the right interaction at the right time. It's all about the Customer Experience, and where in the Journey you can offer solutions and expect payment in return.

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Roberto Nocera's curator insight, October 19, 2013 4:01 AM

POV about mobile application design

Arielle Monnerot-Dumaine's curator insight, October 23, 2013 2:49 PM

Y penser pour les app C+ sur mobile !

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Is Little Data The Next Big Data?

Is Little Data The Next Big Data? | New Customer - Passenger Experience | Scoop.it
Is personal quantification the next evolution of the Big Data revolution? And is our addiction to analytics leading us astray?Three weeks ago, at approximately 10:32pm, Nike made me hit my dog in the
Eric_Determined / Eric Silverstein's insight:

Ok, let's first address the issue of hitting his dog, this was an accident.

 

Jonah brings great examples, starting with the drunk looking for his keys.

 

But the key is:

 

"With data firmly in hand we work to optimize every aspect of our behavior.

But this measurement also has some insidious aspects that we often ignore. We forget that what we track determines where we focus and what we are motivated to improve."

 

Choose wisely, understand your entire customer journey in order to define the different data points you are seeking. Then develop the right strategy that will impact your #customer #experience, as a result will have positive impact to your bottomline.

 

What are your thoughts on the article?

 

Thanks Jonah for sharing, hope your dog is feeling better :)

 
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This Is Why We Love To Invest In Marketing Before Customer Experience

This Is Why We Love To Invest In Marketing Before Customer Experience | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

The importance of customer centric strategies and implementation

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Five Reasons Why You Should Create a Customer-Loyalty Program

Five Reasons Why You Should Create a Customer-Loyalty Program | New Customer - Passenger Experience | Scoop.it
A customer-loyalty program should be a major part of your brand's overall approach to customer loyalty management. Here's why.
Eric_Determined / Eric Silverstein's insight:

David highlights the key drivers and opportunities in building a loyalty program.

 

"The keys to success are simple. You need executive support at the highest level, lots of members, key metrics and measurement, and a focus on continuous improvement.

 

Why? Because you’re not just building a rewards program, you’re establishing how your brand interacts with its customers."


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Susan Williams's curator insight, October 16, 2013 9:49 AM

The customer has many options. Loyalty programs increase a brand's hance of developing a deeper and more intimate relationship.

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The best big data strategy is the strategy that keeps adapting - TechRepublic

The best big data strategy is the strategy that keeps adapting - TechRepublic | New Customer - Passenger Experience | Scoop.it
If human behavior undergirds your big data strategy, you must constantly be on alert for a shift in how your target is behaving.
Eric_Determined / Eric Silverstein's insight:

If there is one thing you can be assured of in life is: CHANGE

 

As John correctly points out: "Natural sciences and social sciences are two different animals - predicting social behavior is difficult and inherently risky. Any strategy that employs big data and predictive analytics to anticipate behavior has two subsequent challenges - getting it right, and then keeping it right."


Stay focused on your #Customer #Experience

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