New Customer - Passenger Experience
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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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Intent is the Next Big Thing...

Intent is the Next Big Thing... | New Customer - Passenger Experience | Scoop.it
Innovation in the advertising industry is driven by how customers use their mobile devices to discover, learn and share. This rapidly evolving in-the-now and on-the-go behavior gives way to what
Eric_Determined / Eric Silverstein's insight:

"At any given point in time, customers will reach for their mobile device and set out to “go, do, buy, learn, and watch” turning to the small screen based on what’s transpiring in real time in their lives (e.g. their situational need and context).

 

Understanding their intentions, context and their expectations for immediacy and relevance, will help marketers more effectively reach their connected customers. "

 

@BrianSolis shares key insight with two recommendations:

 

1. Be There

When your customers grab their phone in their moments of need, make sure you are there.  

 

2. Be Useful

When you know where to be, then find ways to be useful in each moment. 

 

Now the key question, what do you think Prince Charles and Ozzy Osbourne would similarly search for on the web?

 

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Konstantinos Kalemis's curator insight, March 9, 2:16 AM

"At any given point in time, customers will reach for their mobile device and set out to “go, do, buy, learn, and watch” turning to the small screen based on what’s transpiring in real time in their lives (e.g. their situational need and context).

 

Understanding their intentions, context and their expectations for immediacy and relevance, will help marketers more effectively reach their connected customers. "

 

@BrianSolis shares key insight with two recommendations:

 

1. Be There

When your customers grab their phone in their moments of need, make sure you are there.  

 

2. Be Useful

When you know where to be, then find ways to be useful in each moment. 

 

Now the key question, what do you think Prince Charles and Ozzy Osbourne would similarly search for on the web?

 

Alan Jordan's curator insight, March 9, 7:40 AM

"At any given point in time, customers will reach for their mobile device and set out to “go, do, buy, learn, and watch” turning to the small screen based on what’s transpiring in real time in their lives (e.g. their situational need and context).

 

Understanding their intentions, context and their expectations for immediacy and relevance, will help marketers more effectively reach their connected customers. "

 

@BrianSolis shares key insight with two recommendations:

 

1. Be There

When your customers grab their phone in their moments of need, make sure you are there.  

 

2. Be Useful

When you know where to be, then find ways to be useful in each moment. 

 

Now the key question, what do you think Prince Charles and Ozzy Osbourne would similarly search for on the web?

 

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8 Customer Experience Quotes You Need To Know

8 Customer Experience Quotes You Need To Know | New Customer - Passenger Experience | Scoop.it
8.) RESPECT
Eric_Determined / Eric Silverstein's insight:

1.) WORRY ABOUT BEING BETTER

2.) DEVELOP A CORE VALUE SYSTEM3.) CLARITY OF PURPOSE4.) ENABLING YOUR PEOPLE TO BE REAL5.) STRIVING FOR EXCELLENCE6.) HUMILITY7.) LEADERSHIP8.) RESPECT

 

Which quote is your favorite?

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Konstantinos Kalemis's curator insight, March 9, 12:42 AM

1.) WORRY ABOUT BEING BETTER

2.) DEVELOP A CORE VALUE SYSTEM3.) CLARITY OF PURPOSE4.) ENABLING YOUR PEOPLE TO BE REAL5.) STRIVING FOR EXCELLENCE6.) HUMILITY7.) LEADERSHIP8.) RESPECT

 

Which quote is your favorite?

ismokuhanen's curator insight, March 22, 8:03 PM

1.) WORRY ABOUT BEING BETTER

2.) DEVELOP A CORE VALUE SYSTEM3.) CLARITY OF PURPOSE4.) ENABLING YOUR PEOPLE TO BE REAL5.) STRIVING FOR EXCELLENCE6.) HUMILITY7.) LEADERSHIP8.) RESPECT

 

Which quote is your favorite?

Michael Allenberg's curator insight, March 26, 3:34 PM

1.) WORRY ABOUT BEING BETTER

2.) DEVELOP A CORE VALUE SYSTEM3.) CLARITY OF PURPOSE4.) ENABLING YOUR PEOPLE TO BE REAL5.) STRIVING FOR EXCELLENCE6.) HUMILITY7.) LEADERSHIP8.) RESPECT

 

Which quote is your favorite?

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Perception is Nine-Tenths of the Law

Perception is Nine-Tenths of the Law | New Customer - Passenger Experience | Scoop.it
In the customer experience, the customer's perception is not only their reality but also yours. And if we're going to change perceptions, then we need to change reality.

How do we do that? By turning customer listening into insights into action. Acting on the voice of the customer means taking customer perception, understanding it as his reality, and either accepting it or improving it. If I were you, I'd focus on the latter. Perception is nine-tenths...

There are limitations, for sure. Is the customer always right? No. But he is the customer, and you must always do right by him.In today's post, I take a look at perception and reality - which one prevails when it comes to customer experience?
Eric_Determined / Eric Silverstein's insight:

"Is the customer always right? No. But he is the customer, and you must always do right by him!

 

In the customer experience, the customer's perception is not only their reality but also yours. And if we're going to change perceptions, then we need to change reality.

How do we do that?

 

By turning customer listening into insights, into action. Acting on the voice of the customer means taking customer perception, understanding it as his reality, and either accepting it or improving it."

 

Like Annette suggested, I would recommend you focus on improving it :) Perception is nine-tenths...


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Laura Godin's curator insight, March 8, 2:56 PM

"Is the customer always right? No. But he is the customer, and you must always do right by him!

 

In the customer experience, the customer's perception is not only their reality but also yours. And if we're going to change perceptions, then we need to change reality.

How do we do that?

 

By turning customer listening into insights, into action. Acting on the voice of the customer means taking customer perception, understanding it as his reality, and either accepting it or improving it."

 

Like Annette suggested, I would recommend you focus on improving it :) Perception is nine-tenths...


ismokuhanen's curator insight, March 22, 8:05 PM

"Is the customer always right? No. But he is the customer, and you must always do right by him!

 

In the customer experience, the customer's perception is not only their reality but also yours. And if we're going to change perceptions, then we need to change reality.

How do we do that?

 

By turning customer listening into insights, into action. Acting on the voice of the customer means taking customer perception, understanding it as his reality, and either accepting it or improving it."

 

Like Annette suggested, I would recommend you focus on improving it :) Perception is nine-tenths...


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8 Rules to Social Gamification

8 Rules to Social Gamification | New Customer - Passenger Experience | Scoop.it
Creating brand standout through engagement is a digital marketer’s ongoing challenge. With the vast majority of brands competing in crowded categories without...
Eric_Determined / Eric Silverstein's insight:

Brands need to elevate their game, are you ready?


8 Guidelines to Social Gamification:


1. Define one key objective


2. Playability meets relevance


3. Incentives


4. The five second rule


5. Mobile is number one


6. Digital amplification


7. Keep them coming back


8. Turning fun into hard cash


Would you add any additional recommendation to drive engagement and results?

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Tony Guzman's curator insight, March 25, 2:42 PM

This article shares eight tips on how to implement social gamification to attract customers to your brand.

Antonio Ormachea's curator insight, March 28, 10:54 AM

Brands need to elevate their game, are you ready?


8 Guidelines to Social Gamification:


1. Define one key objective


2. Playability meets relevance


3. Incentives


4. The five second rule


5. Mobile is number one


6. Digital amplification


7. Keep them coming back


8. Turning fun into hard cash


Would you add any additional recommendation to drive engagement and results?

Nira Dishi's curator insight, April 3, 5:35 AM

Brands need to elevate their game, are you ready?


8 Guidelines to Social Gamification:


1. Define one key objective


2. Playability meets relevance


3. Incentives


4. The five second rule


5. Mobile is number one


6. Digital amplification


7. Keep them coming back


8. Turning fun into hard cash


Would you add any additional recommendation to drive engagement and results?

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How Are You Tuning-In To Customer Emotions?

How Are You Tuning-In To Customer Emotions? | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Humans are relentless in wanting to be liked, loved, acknowledged, healthy and generally accepted, so when systems and services begin to identify with their emotions, that’s when you deliver the best customer experience.


Marketers today have 10 seconds or less to connect with a consumer, make them feel in control of the relationship, enable them to feel as if they “found” the connection themselves, and give them the opportunity to stand out and feel unique and accepted within a crowd of their peers.

 

Technology is making marketing more customer-centric, enabling marketers to identify how consumers react emotionally to products and form advertising messages to appeal to those needs, Larry Allen writes. "[Native is] enabling advertising to become part of the consumer's social fabric while triggering a reaction to brands unlike anything we've ever seen," he writes.


Focusing on advertising, share a recent ad you found particular relevant, timely and memorable?

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What Inspires You?

www.EscapeTheCubicle.co
Eric_Determined / Eric Silverstein's insight:

Do you know what Inspires your Customers?


Graham shares great quotes. Which one is your favorite?


The one I follow is: "The difference between the impossible and the possible lies in a man's determination" - Tommy Lasorda :)

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Linda Tapp's curator insight, February 17, 9:24 AM

A little motivation is good for everyone

 

Sherry Bonelli's curator insight, February 23, 10:56 PM

What inspires you?

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Don’t design for Mobile, design for Mobility!

Don’t design for Mobile, design for Mobility! | New Customer - Passenger Experience | Scoop.it
Just when we were starting to get used to the tools, frameworks and methodologies needed to design good mobile apps, we find the device landscape is changing
Eric_Determined / Eric Silverstein's insight:

"MOBILITY IS ABOUT THE CONTEXT, NOT THE DEVICE

 

We want to know better the context of our users in order to better satisfy their needs. Obtaining information from them is just the first half of a transaction: users give us information in exchange for value obtained from that information. The way we give back said value to users is by responding.

 

Embracing mobility forces us to think much harder about our users’ environment and try to serve them better by establishing a richer, smarter communication.

 

Increased mobility means that the environment is less and less predictable. If the environment for a web user in the 90’s was a desk, a chair and a room, now it can be anywhere, anytime."


Great insight shared by Sergio Nouvel 



more...
Mike Donahue's curator insight, February 25, 8:38 AM

The title alone is a great clue about how UX and design need to shift mindset. Lot's of good information in here. I like how Sergio seeks to redefine responsive and keep a sharp focus on context. Good stuff.

ismokuhanen's curator insight, March 22, 8:13 PM

"MOBILITY IS ABOUT THE CONTEXT, NOT THE DEVICE

 

We want to know better the context of our users in order to better satisfy their needs. Obtaining information from them is just the first half of a transaction: users give us information in exchange for value obtained from that information. The way we give back said value to users is by responding.

 

Embracing mobility forces us to think much harder about our users’ environment and try to serve them better by establishing a richer, smarter communication.

 

Increased mobility means that the environment is less and less predictable. If the environment for a web user in the 90’s was a desk, a chair and a room, now it can be anywhere, anytime."


Great insight shared by Sergio Nouvel 



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What's The Biggest Challenge For Marketers?

What's The Biggest Challenge For Marketers? | New Customer - Passenger Experience | Scoop.it
Q&A with Lauren Flaherty, Executive VP and CMO, CA Technologies
Eric_Determined / Eric Silverstein's insight:

"Constant Disruption" - Lauren Flaherty, CMO @CAInc


Mix of Art & Science - "The ability to break through, have a narrative, have a voice, create a connection—all the things that folks like me would call the art side of the house—becomes as important as ever, because you have to be authentic and you have to make a personal connection to establish your relevance. That is the craft of what we do in marketing. The science is our ability to understand exactly when to roll it, exactly whom to target, what the right timing is."


The power of peer-to-peer networks, focus on your existing customers, they are your greatest brand advocates, best marketing ROI, do you agree?

 

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ismokuhanen's curator insight, March 22, 8:15 PM

"Constant Disruption" - Lauren Flaherty, CMO @CAInc


Mix of Art & Science - "The ability to break through, have a narrative, have a voice, create a connection—all the things that folks like me would call the art side of the house—becomes as important as ever, because you have to be authentic and you have to make a personal connection to establish your relevance. That is the craft of what we do in marketing. The science is our ability to understand exactly when to roll it, exactly whom to target, what the right timing is."


The power of peer-to-peer networks, focus on your existing customers, they are your greatest brand advocates, best marketing ROI, do you agree?

 

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Is Mobile The New Omnichannel Hub?

Is Mobile The New Omnichannel Hub? | New Customer - Passenger Experience | Scoop.it
The marketing world is at war. Tech giants like Oracle, Adobe, and Salesforce are battling it out to create THE premiere marketing cloud that provides complete measurement, attribution, and automatio…
Eric_Determined / Eric Silverstein's insight:

Between marketing automation, retargeting platforms, predictive analytics, real-time personalization platforms, CRMs (and the list goes on), marketers are struggling to keep up.

 

The lack of a cohesive omnichannel strategy and the right tools and integrations lead to serious consequences, such as a(n):

-       Incomplete view of the customer journey

-       Fragmented/inconsistent customer experience

-       Inability to measure cross-channel marketing performance

-       Internal silos between marketing teams


There are an infinite number of tools available to marketers to track, measure, and automate every step of the digital customer journey, but don't forget to account for offline interactions!


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Moment of Misery vs Moment of Magic

Moment of Misery vs Moment of Magic | New Customer - Passenger Experience | Scoop.it
An Amazing Experience My daughter came home from school to visit us over a recent holiday. She was flying on Southwest Airlines and checked a piece of luggage.
Eric_Determined / Eric Silverstein's insight:

How to take a negative experience and turn it into a moment of delight.


@Hyken shares a great story @SouthwestAir. They live their brand mission, and focus on hassle free experience, key drivers to building successful customer relationships.


They learned from past experiences, and through this nominal investment they strengthen their customer loyalty and lifetime customer value.


Which airline will you choose for your next flight?

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ismokuhanen's curator insight, March 22, 8:17 PM

How to take a negative experience and turn it into a moment of delight.


@Hyken shares a great story @SouthwestAir. They live their brand mission, and focus on hassle free experience, key drivers to building successful customer relationships.


They learned from past experiences, and through this nominal investment they strengthen their customer loyalty and lifetime customer value.


Which airline will you choose for your next flight?

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Behaviors Are The New Markets!

Behaviors Are The New Markets! | New Customer - Passenger Experience | Scoop.it
Marketing Strategy - Don't obsessively focus on your marketing channels. Doing so prevents you from focusing on what's most important—your customers' needs.
Eric_Determined / Eric Silverstein's insight:

"Finding the right ways to engage with customers today is harder than ever. No longer do we try to get things done in our professional or personal lives using one path—it is far too high-paced and competitive out there to limit our options. And customers are choosing the path of least resistance to get what they need.


Jane Hiscock from Farland Group shares valuable insight from her Omnichannel Strategy recommendation.


CEOs remarked that behaviors are the new markets.


New markets used to be thought of as new geographies like Brazil, Russia, China, or a different demographic.


This is where everything needs to rise and fall. New markets will come by focusing on different customer behaviors.


If we put customer behavior, not just customer at the center, what will that yield that is different?


It will force us to think behavior and intent first, and to consider the ways to engage with that behavior second or third.


In this world of hundreds of channels and ways to engage, one can easily shift from an obsessive focus on products to an obsessive focus on channels and remain blind to the customer.


Forget all of the products and all of the channels, and focus on the customer. Ultimately, what customers want is for their life to be simplified."

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Are You Ready For: ‘Internet of Me’ ?

Are You Ready For: ‘Internet of Me’ ? | New Customer - Passenger Experience | Scoop.it
In the Internet of Me, consumers tell you who they are and their motivation at this moment. Is your brand listening and competing for them?
Eric_Determined / Eric Silverstein's insight:

"A successful experience becomes one that is very personalized rather than simply a brand experience.

 

Consumers don’t care about channels or brand priorities or ads, but rather that brands engage with them. In other words, customers define their own journey, choosing where and how to engage with said brand, and whether they go beyond that initial interaction and eventually transacts.

 

The stakes are even higher as consumers give up data about themselves and their expectations for relevant content and experiences grows.


It means brands and marketers must make good use of the data that comes from devices and to use interactions to understand customer behavior and to personalize and deliver experiences.


You need to invest in a digital foundation that allows you to assemble real-time and relevant consumer experiences as agile as your marketing campaigns change without compromising on customer concerns like security - do you agree?"

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Dominique Mayon's curator insight, January 28, 2:35 AM

A true challenge for companies in their relationships with customers

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Simplicity: CX Strategy

Simplicity: CX Strategy | New Customer - Passenger Experience | Scoop.it
Competitive Advantage Simple is simple. Simple doesn’t always mean easy. And, sometimes simple is actually hard to pull off. But some companies have mastered
Eric_Determined / Eric Silverstein's insight:

"Simple is simple. Simple doesn’t always mean easy" 


Shep Hyken shares valuable insight and lessons from @Amazon @MetLife #In-N-Out @ChickFilA and how simplicity is a competitive advantage for them.


Share your favorite brand that focus on simplicity?

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Connected Experiences: Ready For 'Phygital'?

Connected Experiences: Ready For 'Phygital'? | New Customer - Passenger Experience | Scoop.it

Digital isn't just everywhere, it will soon be everything

Eric_Determined / Eric Silverstein's insight:

Consumers no longer care about platform or media ownership, what matters is access and convenience.

 

Brands that aren't at the ready in the channels and media, times, and places where customers and prospects wish to interact will in just a few short years risk irrelevance, even obsolescence.

 

The CMO's mandate is to bind omnichannel together with seamless customer experiences bound by the Three Cs:

 

  • Consistency: Consistency in brand tone, outreach, response, presence, and culture. Expanding touchpoints allows brands to pervade consumers’ lives by providing timely content, services, and utility
  • Content: Content is the unifying element of how brands manifest across all touchpoints across channels, platforms, and devices, online or off.
  • Context: Context is the antidote to endless, noisy media proliferation. Data helps companies better understand customer context down to the individual level, including (but not limited to) personal, location, historical, behavioral, cultural, social, technological, and beyond.

 

 

Are you ready for the new ‘phygital’ experience? Harnessing digital connections to foster deeper human interactions - the opportunity in bridging the digital and physical worlds. 

 

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Melanie COVINHES's curator insight, March 14, 6:22 AM

Consumers no longer care about platform or media ownership, what matters is access and convenience.

 

Brands that aren't at the ready in the channels and media, times, and places where customers and prospects wish to interact will in just a few short years risk irrelevance, even obsolescence.

 

The CMO's mandate is to bind omnichannel together with seamless customer experiences bound by the Three Cs:

 

Consistency: Consistency in brand tone, outreach, response, presence, and culture. Expanding touchpoints allows brands to pervade consumers’ lives by providing timely content, services, and utilityContent: Content is the unifying element of how brands manifest across all touchpoints across channels, platforms, and devices, online or off.Context: Context is the antidote to endless, noisy media proliferation. Data helps companies better understand customer context down to the individual level, including (but not limited to) personal, location, historical, behavioral, cultural, social, technological, and beyond.

 

 

Are you ready for the new ‘phygital’ experience? Harnessing digital connections to foster deeper human interactions - the opportunity in bridging the digital and physical worlds. 

 

ismokuhanen's curator insight, March 22, 7:59 PM

Consumers no longer care about platform or media ownership, what matters is access and convenience.

 

Brands that aren't at the ready in the channels and media, times, and places where customers and prospects wish to interact will in just a few short years risk irrelevance, even obsolescence.

 

The CMO's mandate is to bind omnichannel together with seamless customer experiences bound by the Three Cs:

 

Consistency: Consistency in brand tone, outreach, response, presence, and culture. Expanding touchpoints allows brands to pervade consumers’ lives by providing timely content, services, and utilityContent: Content is the unifying element of how brands manifest across all touchpoints across channels, platforms, and devices, online or off.Context: Context is the antidote to endless, noisy media proliferation. Data helps companies better understand customer context down to the individual level, including (but not limited to) personal, location, historical, behavioral, cultural, social, technological, and beyond.

 

 

Are you ready for the new ‘phygital’ experience? Harnessing digital connections to foster deeper human interactions - the opportunity in bridging the digital and physical worlds. 

 

Antonio Ormachea's curator insight, March 28, 11:06 AM

Consumers no longer care about platform or media ownership, what matters is access and convenience.

 

Brands that aren't at the ready in the channels and media, times, and places where customers and prospects wish to interact will in just a few short years risk irrelevance, even obsolescence.

 

The CMO's mandate is to bind omnichannel together with seamless customer experiences bound by the Three Cs:

 

Consistency: Consistency in brand tone, outreach, response, presence, and culture. Expanding touchpoints allows brands to pervade consumers’ lives by providing timely content, services, and utilityContent: Content is the unifying element of how brands manifest across all touchpoints across channels, platforms, and devices, online or off.Context: Context is the antidote to endless, noisy media proliferation. Data helps companies better understand customer context down to the individual level, including (but not limited to) personal, location, historical, behavioral, cultural, social, technological, and beyond.

 

 

Are you ready for the new ‘phygital’ experience? Harnessing digital connections to foster deeper human interactions - the opportunity in bridging the digital and physical worlds. 

 

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6 Key Elements To Digital Engagement

6 Key Elements To Digital Engagement | New Customer - Passenger Experience | Scoop.it
The last decade taught us a lot about chasing digital shiny objects: the maturation of digital technologies, the unprecedented explosion of consumer adoption of
Eric_Determined / Eric Silverstein's insight:

"Today, we can envision a customer experience where loyalty is a function of total satisfaction that results from anticipation, recognition, and convenience."

 

6 key elements:

 

1. Relevance

2. Value

3. Consistency

4. Control

5. Efficiency

6. Trust

 

 

 

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Kate Marsh's curator insight, March 9, 9:05 AM

"Today, we can envision a customer experience where loyalty is a function of total satisfaction that results from anticipation, recognition, and convenience."

 

6 key elements:

 

1. Relevance

2. Value

3. Consistency

4. Control

5. Efficiency

6. Trust

 

 

 

ismokuhanen's curator insight, March 22, 8:02 PM

"Today, we can envision a customer experience where loyalty is a function of total satisfaction that results from anticipation, recognition, and convenience."

 

6 key elements:

 

1. Relevance

2. Value

3. Consistency

4. Control

5. Efficiency

6. Trust

 

 

 

Antonio Ormachea's curator insight, March 28, 11:06 AM

"Today, we can envision a customer experience where loyalty is a function of total satisfaction that results from anticipation, recognition, and convenience."

 

6 key elements:

 

1. Relevance

2. Value

3. Consistency

4. Control

5. Efficiency

6. Trust

 

 

 

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The Forgotten Purpose Of Brand Stories

The Forgotten Purpose Of Brand Stories | New Customer - Passenger Experience | Scoop.it
Most of what we describe as marketing and brand storytelling—things we do in order to grow our businesses, are designed to help us to find more customers.
Eric_Determined / Eric Silverstein's insight:

"When your goal is to help people find you, a subtle shift in your posture takes place. You stop shouting to be heard and start listening to understand. You actively look for ways to stand out to the right people, instead of trying to appease the majority. And most important of all you begin to measure things that matter to your customers beyond traditional metrics and the single bottom line."

 

@TOMS is a great example, they have expanded their product lines to cater to additional causes their customers care about.

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harry nguyen's curator insight, March 2, 2:43 AM

"When your goal is to help people find you, a subtle shift in your posture takes place. You stop shouting to be heard and start listening to understand. You actively look for ways to stand out to the right people, instead of trying to appease the majority. And most important of all you begin to measure things that matter to your customers beyond traditional metrics and the single bottom line."

 

@TOMS is a great example, they have expanded their product lines to cater to additional causes their customers care about.

Martine Coutu's curator insight, March 2, 8:40 AM

"When your goal is to help people find you, a subtle shift in your posture takes place. You stop shouting to be heard and start listening to understand. You actively look for ways to stand out to the right people, instead of trying to appease the majority. And most important of all you begin to measure things that matter to your customers beyond traditional metrics and the single bottom line."

 

@TOMS is a great example, they have expanded their product lines to cater to additional causes their customers care about.

JunoPark's curator insight, March 6, 5:34 AM

"When your goal is to help people find you, a subtle shift in your posture takes place. You stop shouting to be heard and start listening to understand. You actively look for ways to stand out to the right people, instead of trying to appease the majority. And most important of all you begin to measure things that matter to your customers beyond traditional metrics and the single bottom line."

 

@TOMS is a great example, they have expanded their product lines to cater to additional causes their customers care about.

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Facebook Reactions Thumbs-Up?

Facebook Reactions Thumbs-Up? | New Customer - Passenger Experience | Scoop.it
"Like" you already know— now say hello to "love," "haha," "wow," "sad," and "angry".
Eric_Determined / Eric Silverstein's insight:

"Looking past Facebook’s altruistic narrative about an expanded emotional palette, it’s really just a bid to increase engagement, which will ultimately make your news feed (and ads) even more personalized. "


There are great lessons to learn from their approach, and mobile ease of use was critical with 90% access for Facebook users.


Now the question is - will you give them a Thumbs-Up?



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Laura Godin's curator insight, February 26, 10:52 AM

I know I liked a couple, loved a few and had a couple wows lol

Bettina Thompson's curator insight, February 28, 8:15 PM

Thumbs up for being able to reflect more than one emotion ;)

Laura Godin's curator insight, March 8, 2:57 PM

"Looking past Facebook’s altruistic narrative about an expanded emotional palette, it’s really just a bid to increase engagement, which will ultimately make your news feed (and ads) even more personalized. "


There are great lessons to learn from their approach, and mobile ease of use was critical with 90% access for Facebook users.


Now the question is - will you give them a Thumbs-Up?



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Do You Know Your Customers?

Do You Know Your Customers? | New Customer - Passenger Experience | Scoop.it
It's a lot smarter to make something people want, than it is to rely on tactics that will make them want something you made.
Eric_Determined / Eric Silverstein's insight:

Regardless the type or size of your business, make sure you can answer these 8 key questions:


1. Who needs your product?
2. What problems, frustrations, shortcomings or desires do your product or service address?
3. Why exactly will people pay you?
4. Where will you get your first ten customers?
5. Why will they come back?
6. What’s the story they will tell their friends about their experience of your brand?
7. What other ways might you create value for them?
8. How many customers like this do you need to create a viable business?


Which additional question would you add?

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localbizwiz's curator insight, February 23, 11:32 AM

we can make your Local Business EXPLODE! go here for more info please... https://www.linkedin.com/pulse/make-any-local-business-explode-stephen-l-hall?trk=pulse_spock-articles

Growth Engine Labs's curator insight, February 23, 12:44 PM
In the sales process and even in conversation, the more we learn about our customers, partners and employees the better we can add value to them.
Pantelis Chiotellis's curator insight, February 28, 3:38 AM

8 questions to help you to focus on creating value

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Attention, Not Impressions!

Attention, Not Impressions! | New Customer - Passenger Experience | Scoop.it
If you clicked on this article thinking that I’m going to tell you to make a Facebook page, boy are you wrong. Maybe I would have said it in 2007, b...
Eric_Determined / Eric Silverstein's insight:

"Impressions do not equate to attention.


Understand the emerging markets, understand where your consumer is, and meet them there!


Don’t make them come to you"


Gary Vaynerchuk offers daily insight on key market trends, plus shares valuable inspiration for entrepreneurs, subscribe garyvaynerchuk.com 


Be on the lookout for his next book #AskGaryVee

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ismokuhanen's curator insight, March 22, 8:07 PM

"Impressions do not equate to attention.


Understand the emerging markets, understand where your consumer is, and meet them there!


Don’t make them come to you"


Gary Vaynerchuk offers daily insight on key market trends, plus shares valuable inspiration for entrepreneurs, subscribe garyvaynerchuk.com 


Be on the lookout for his next book #AskGaryVee

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What's Your Mobile Marketing Resolution For 2016?

Marketing experts from Marketo, Hanapin, Bizible, AdRoll, and Invoca share their mobile marketing resolutions for 2016.
Eric_Determined / Eric Silverstein's insight:

What resolution will you apply in your mobile marketing efforts for 2016?

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Are You Ready To Tell The Right Story?

Are You Ready To Tell The Right Story? | New Customer - Passenger Experience | Scoop.it
Compelling products and services help us to be more of who we want to be. The best product descriptions tell that story.
Eric_Determined / Eric Silverstein's insight:

3 recommendations by Bernadette Jiwa  on what your product or service story should do:


1. Affirm the customer’s worldview
What does she care about?
What’s the change she’s hoping for?
How will your product make her become more of who she wants to be?

2. Connect with and speak to her emotions—make her feel something
Why is she considering this product?
How does she feel before she experiences it?
How would she like to feel when she’s used the product?

3. Deliver the information you’ve anticipated she needs to confirm or rationalise her decision
What are the facts she needs to know and why?
What change can she expect after she has used the product?
Remember to show as well as tell.


Would you add any additional recommendations?

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The End of the Customer Journey?

The End of the Customer Journey? | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

"The personalized customer journey as it exists today is a static response to a dynamic problem.


A journey by definition is about movement from point A to B, and the traditional customer journey is about facilitating that movement – but it’s clear that today’s consumers are not held by such linear constraints. - Do you agree?


A sale is no longer a win; it’s just another stage, and another part of the cycle where competitors can slip in."


@McKinsey focuses on the new customer decision journey.


Retention Science is focusing on AI to identify where a customer is within the journey at a given moment, and providing the most relevant messaging for that corresponding spot.


Share your thoughts?

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Mike Donahue's curator insight, February 11, 9:10 AM

I whole-heartedly agree that the sales funnel is dead. We proposed loop model is a concise summation of the new reality of marketing, decision making, and loyalty.

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Customer Attention Is the Ultimate Commodity

Customer Attention Is the Ultimate Commodity | New Customer - Passenger Experience | Scoop.it
Here are three lessons from INBOUND on innovative ways to boost consumer attention with better content marketing.
Eric_Determined / Eric Silverstein's insight:

Lessons from Inbound 2015 applicable to your business in 2016 and beyond!


1. People forget up to 90% of what you share with Them


- How will you remain memorable?


2. Leverage Millennials to connect with Millennials


- Engage likeminded customers - the greater results come from peer recommendations, do you agree?


3. Focus on Storymaking!


- Brands should facilitate and tap into the stories people are creating and sharing with each other. Empower your customers, they are your brand voice!


If you want to stand out in this noisy world, let's connect.

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ismokuhanen's curator insight, March 22, 8:15 PM

Lessons from Inbound 2015 applicable to your business in 2016 and beyond!


1. People forget up to 90% of what you share with Them


- How will you remain memorable?


2. Leverage Millennials to connect with Millennials


- Engage likeminded customers - the greater results come from peer recommendations, do you agree?


3. Focus on Storymaking!


- Brands should facilitate and tap into the stories people are creating and sharing with each other. Empower your customers, they are your brand voice!


If you want to stand out in this noisy world, let's connect.

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Focus On 15 Digital Marketing Trends

Focus On 15 Digital Marketing Trends | New Customer - Passenger Experience | Scoop.it
What are the digital marketing trends that you should be focusing on to take advantage of these opportunities?
Eric_Determined / Eric Silverstein's insight:

What do you think is the most important trend that will disrupt your industry?


Jeff Bullas Shares 15 key Digital Marketing Trends to focus on in 2016:


1. The focus on “Return on Investment”

2. The continuing rise in the importance of digital assets

3. Thinking global instead of local

4. Crowd sourced brand content is essential

5. The rise of the robots

6. Email is alive and kicking

7. Personalisation has arrived

8. The data scientist is your next hire

9. Mobile is now your first screen

10. Powerful digital platforms for all business

11. The rise and rise of paid social media advertising

12. Influencer marketing takes off

13. Virtual reality is real

14. Wearable technology takes its first steps

15. Mobile apps for all business



I can't stress enough the importance for brands to focus on mobile first experiences, as it has become the central tool for everything we do and interact with.


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Merry James's curator insight, January 29, 8:34 AM

Online shopping is predicted to grow to $370 billion in 2017. The top-performing online categories are digital content and subscriptions, electronics, computer hardware, flowers, apparel and accessories.

94% of online shoppers conduct research before purchasing and 61% of online shoppers use search engines to discover information when shopping online.

 

 

http://www.extentia.com/online-marketing-agency/

Bettina Thompson's curator insight, January 29, 3:25 PM

Being Mindful to Focus in 2016 ....

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7 Common Marketing Mistakes To Avoid!

7 Common Marketing Mistakes To Avoid! | New Customer - Passenger Experience | Scoop.it
Marketing Strategy - If you decide to fix even one of the following mistakes, you will see better results for you and your business.
Eric_Determined / Eric Silverstein's insight:

Want to delight your customers and see results for your business; 7 recommendations - @SubirKumedan


  1. Look beyond your direct competitors.
  2. Start with customer motivations, not design.
  3. Practice user-centered design, not designer-centered design.
  4. Create and solve for specific customer segments, not a vague or broad audience.
  5. Prioritize your outcomes in order of customer and business value.
  6. Ensure that you are answering the WIIFM question.
  7. Test before launching to understand the why.


1. By looking outside the vertical, you also understand how your customers are viewing you in context of other choices in their lives. They compare you to Amazon, Airbnb, Spotify, or the like—the "places" where they spend 80% of their time.


2. Before starting design, create customer profiles to...

- Understand your customers' motivations

- Map their consideration and purchase journey

- Choose the appropriate design templates

- Write more focused content that addresses their fears and desires



3. A customer profile is critical for three key reasons:

- You can visualize your customer better (important for empathy)

- It is more directional for copy, imagery, tone of voice, and calls to action

- It helps prioritize messaging—what benefits or features to prioritize

 

In short, design with your most important customer in mind.


4.Design by community is usually the kiss of death for great customer experience.

 

Solution:

Good: Have a checklist of customer needs and pain-points your brand has to deliver on to achieve business results.

Better: Have a persuasive user experience practitioner who knows how to balance business and customer needs and—more important—knows how to persuade and convince people who have different motivations and goals.

Best: Conduct qualitative (one-on-one) customer research, then share the findings with customer quotes (and video, if possible) to persuade at an emotional level.



5. Your first-time visitors are likely to take ONE action, if they take any at all. So think carefully about the top two or three actions you want a visitor to take, then design the experience around those.

Solution:

- Limit consumer desired actions to 2-3, no more than 5.

- Prioritize those actions based on customer need first, then business goals.

- Convey their importance to the user by creating an appropriate visual hierarchy.



6. Watch out for not delivering enough or any value in return for a desirable user action.

That "once bitten, twice shy" rule is widely prevalent online.

Solution:

- Review your CTAs that lead to high-value (or gated) content.

- Set expectations where possible (e.g., gated-content landing page).

- Deliver a lot of value at the destination page/screen.


7. Common mistakes such as designer-centered design, usability, and messaging can be easily corrected by qualitative user testing.

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