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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#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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5 Ways to Make Your #Brand Thrive in the Sharing Economy

5 Ways to Make Your #Brand Thrive in the Sharing Economy | New Customer - Passenger Experience | Scoop.it
Success in this climate requires listening to your customers, establishing their trust, and changing your relationship with them in fundamental ways.
Eric_Determined / Eric Silverstein's insight:

Great examples shared that lead to the 5 key points of why you should pay attention to the Collaborative / Sharing Economy!

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7 Companies Doing #SocialMedia Right!

7 Companies Doing #SocialMedia Right! | New Customer - Passenger Experience | Scoop.it
An article discussing seven companies that are doing social media right.
Eric_Determined / Eric Silverstein's insight:

"These companies show how to do social media right in a crowded marketplace. Positive word-of-mouth from customers on social networks can be just as effective as a well-executed advertising campaign."


If you have a limited budget, what would you primarily spend it on:


Social Media campaign?

or

Advertising?

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Lessons in #CustExp @Uber

Lessons in #CustExp @Uber | New Customer - Passenger Experience | Scoop.it
Customers aren’t willing to suffer through badly designed experiences anymore. Case in point: the cab industry. Since the public hackney coach service was launched in London in the 17th Century — all the way through to today — the experience has literally gone unchanged: 1) Riders hail cabs (coaches back then) on the side of ...
Eric_Determined / Eric Silverstein's insight:

All traditional industries should rethink their ways. The key is to  invest in disruption at each customer experience pain-point:


1) Remove Friction Points


2) Deliver Transparency


3) Use Feedback as a Currency


4)Make Human Connections


Technology that was seen as Star Trek next gen one day — will pass those thinking this will never happen to them next 


Do you agree?

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Michael Allenberg's curator insight, April 11, 2014 8:11 AM

Designing Experiences involves designing end-to-end solutions, not just "shiny interactions."

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What If Your #Customer Service Is Bad On Purpose!?

What If Your #Customer Service Is Bad On Purpose!? | New Customer - Passenger Experience | Scoop.it
When even Walmart and Ryanair say they care about customer service, we need to be consulting the company's actions, not its words, for the real story on its customer experience.
Eric_Determined / Eric Silverstein's insight:

Micah highlights key examples - while no companies try to purposely deliver a poor customer experience, you can quickly see how not delivering at every level will not deliver a positive experience.


It does require a thorough approach.


Share your latest experience with your favorite brand, and what makes them standout. Or share a recent poor experience?

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Achar Jay's curator insight, October 28, 2014 4:36 AM

I believe this is quite true because words are just there and in most cases organization's do no live by the book. So if anyone is to accept and subsequently use the company's perspective on customer experience a more practical documentation of what has come in relation to should be used. Even videos of such can be demonstrated.Seeing is believing.

I also believe hearing from the customers can bring a better insight into their experience.

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"Losers have goals. Winners have systems."

"Losers have goals. Winners have systems." | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

This is a fabulous quote from @DailyDilbert:


"Losers have goals. Winners have systems."
 
Great examples provided to give you a better understanding of your journey mapping via every touch point, in order to deliver a positive #Customer #Experience.
Share your thoughts on some of the examples provided.
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celeste howe's curator insight, April 5, 2014 10:04 AM

The secrete is making the buying decision as easy as possible for your customers. The magic is in the process...

Gloria Inostroza's curator insight, April 5, 2014 11:11 PM

¡Muy buen consejo para ser un/a ganador/a!

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3 Things Every Marketer Needs to Know

3 Things Every Marketer Needs to Know | New Customer - Passenger Experience | Scoop.it
ADOTAS – Mobile has firmly established itself as an essential part of just about every marketing mix. However, while mobile [...]
Eric_Determined / Eric Silverstein's insight:

1. Tailor Content to the Consumption Patterns. 


2. Provide a Consistent Message. 


3. Think Content-First. 



"The best way to engage with consumers is to create an experience that provides them with fresh, relevant and valuable content. Consider incorporating interactive elements that allow the consumer to partake in the brand experience. This can be anything from taking a photo with a branded digital frame at a display in-store or playing an interactive game.


Going beyond impressions, good content should generate true consumer engagement. And the more interactive the content is, the better it will connect with consumers. When creating content, consider incorporating sensory elements such as sight, sound and touch if possible to create memorable and engaging interactions that create an immersive brand experience across multiple screens."

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State of #ContentMarketing - @slideshare & what future holds?

State of #ContentMarketing - @slideshare & what future holds? | New Customer - Passenger Experience | Scoop.it
This post is part of a series in which LinkedIn Influencers analyze the state and future of their industry. Read all the posts here.This year marks my 14th year in the content marketing industry. In
Eric_Determined / Eric Silverstein's insight:

Great post from Joe Pulizzi via LinkedIn on what the future of Content Marketing holds:


  • Your content fills a need

  • It communicates consistently

  • It requires you to find your unique, and human, voice

  • It expresses a point of view

Check the slideshares, then set a strategy that will make your brand stand out.
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Carlos Polaino Jiménez's curator insight, April 7, 2014 6:46 AM

Datos que marcan la evolución del merketing de contenidos

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Top 4 #Customer Engagement Trends

Top 4 #Customer Engagement Trends | New Customer - Passenger Experience | Scoop.it
It is an exciting time to be a retailer and a consumer, especially if you embrace technology and take advantage of the advancements available in today’s marketplace. Consumers are getting savvier and savvy retailers are keeping pace. Here are 4 trends that continue to emerge and are gaining adoption: 1. Data, Data, Data – Online …
Eric_Determined / Eric Silverstein's insight:

4 key trends that well established brands are capitalizing on, but offers new opportunities for new players as well:


1. Data


2. The Convergence of “Bricks and Clicks”


3. Increasing Use of a Mobile Wallet as a Loyalty/Engagement Identifier


4. The Consumer “I want it now” Syndrome


Do you agree that all 4 of them should be involved to offer the best #CustomerExperience?

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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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The convergence of #Mobile and #Data - ask @Disney!

The convergence of #Mobile and #Data - ask @Disney! | New Customer - Passenger Experience | Scoop.it
The latest Disney World gadget is a sign of what's to come in customer interaction.
Eric_Determined / Eric Silverstein's insight:

#Wearables or not, the key is to enhance your #CustExp, and certainly removing any friction and offering ease of use looks like the right investment.


Would you agree?

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Why This is an Extraordinary Time to Lead #Marketing

Why This is an Extraordinary Time to Lead #Marketing | New Customer - Passenger Experience | Scoop.it
This five-part informational series is designed for all those marketers around the world who are aspiring to lead a marketing function. The objective of this series is to share insights, experiences,…
Eric_Determined / Eric Silverstein's insight:

Andy highlights well the key changes taking place:


"Thanks to the evolution and adoption of online communications, businesses are fundamentally changing the ways in which they operate. The number of mechanisms for connecting, collaborating, sharing, and executing business has become richer and more powerful. Immediate access to information, conversation, and opinion has created new opportunity for organizations to create value. If organizations can embrace digitally oriented business models, they stand to gain far more than they lose. Online communications, especially in the form of social networks, are creating a means of interaction within and between businesses that can vastly improve productivity, performance, and organizational effectiveness. The biggest risk is not modernizing your business, particularly your increasingly strategic marketing function, as more agile and sharper organizations are leapfrogging competitors in the land grab for digitally savvy customers."


Embrace change, focus on your #CustExp, understand their journey and offer solutions at every touch point. 


Do you agree with the #CMO image and profile?

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Ranjit Kovilinkal's curator insight, April 14, 2014 12:44 AM

These are interesting times!!!

Ranjit Kovilinkal's curator insight, June 4, 2014 12:51 AM

Dive into the marketing function!

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#IoT Ecosystem: The Value is Greater than the Sum of its “THINGS”

#IoT Ecosystem: The Value is Greater than the Sum of its “THINGS” | New Customer - Passenger Experience | Scoop.it
The Internet of Things is more than just Glasses, smartphones and smartwatches. It’s more than just smart cars and cities and other “things” that are connected or understood by today’s usage …
Eric_Determined / Eric Silverstein's insight:
@mattceni shares valuable data, check the ecosystem framework.

Do you agree with the market potential?

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10 Characteristics Of The Evolving #CMO

10 Characteristics Of The Evolving #CMO | New Customer - Passenger Experience | Scoop.it
Discussions centered on the future of marketing often times end with mixed sentiment. The result concludes countless paths up the mountain and breadcrumbs are everywhere. In terms of prioritization, perhaps the path of least resistance can be chosen by first determining the end goal. But what is the end goal? [...]
Eric_Determined / Eric Silverstein's insight:

Article @Forbes , which of the two marketing vision do you agree with most?


1) Christopher Kenton, SVP of the CMO Council sees the purpose of marketing in two specific expressions: Reducing shareholder risk while maximizing customer lifetime value. 


2) Joseph Alba, Distinguished Professor Chair, Department of Marketing at University of Florida states that the goal is, “To obtain a competitive advantage by meeting consumer wants and needs more effectively than competing firms.” 

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How to build #Loyalty with the right Marketing Strategy!

How to build #Loyalty with the right Marketing Strategy! | New Customer - Passenger Experience | Scoop.it
Marketing Strategy - Part 2 covers customer-experience-driven comparative advantages and targeted deployment—the tactical execution of communicating a brand's value proposition and unlocking competitive advantages.
Eric_Determined / Eric Silverstein's insight:

Well said James!:


"One of the most difficult jobs for marketers is creating truly differentiated customer experiences. Industrial design can be duplicated, but replicating an experience is much tougher.


It's critical to understand that a product's "value" to a consumer is not only the price tag but also the feeling engendered in the consumer by the purchase of the product. Accordingly, success depends on your marketing program's ability to meet three key objectives:


1. Building mindshare. 


2. Connecting relevancy. 


3. Calling to action. "


Share your recent brand experience that builds the right loyalty for you?

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Rhonda Hailey's curator insight, April 4, 2014 8:52 AM

#Courting.. never went out of style.

Nine0Media's curator insight, April 4, 2014 11:02 AM

#DIYSEO #SocialMediaTools 

Carlos Polaino Jiménez's curator insight, April 7, 2014 6:42 AM

El ya famoso marketing funnel

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How Technology & #Data is changing the Marketing game ask @IBM @Accenture @Deloitte

How Technology & #Data is changing the Marketing game ask @IBM @Accenture @Deloitte | New Customer - Passenger Experience | Scoop.it
Big Blue is spending big to build up its marketing consulting business.International Business Machines Corp. will announce on Thursday that it is investing $100 million into a recently formed division IBM Interactive Experience.
Eric_Determined / Eric Silverstein's insight:

Technology is not only impacting the way consumers behave, but provides new entry points into established industries.


With #Data playing a critical role in better understanding your customers, that same Data is now accessible to other major players, and in the case of IBM, Accenture Deloitte and others, they too can leverage their infrastructure for the benefit of major brands.


How do you see it playing out? Can traditional ad agencies remain, or will need to consolidate or partner with key digital agencies that have a data analytical infrastructure?

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Jean-Marie Grange's curator insight, March 31, 2014 12:36 PM

IBM has understood that #bigdata is not only a technological infrastructure, but also a marketing opportunity... But will marketers be willing to work with IBM?...

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5 #ContentMarketing Tips That Won't Bust Your Budget

5 #ContentMarketing Tips That Won't Bust Your Budget | New Customer - Passenger Experience | Scoop.it
If your business is serious about attracting a larger audience and achieving higher rankings on search engines, producing cute or salesy content won't cut it. You need to focus on raising the quali...
Eric_Determined / Eric Silverstein's insight:

Heidi shares valuable insight and clever ways to leverage your #ContentMarketing opportunities.


#Data #CustExp

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Ángeles Mirón Martín's curator insight, March 28, 2014 4:18 AM

The importance of quality in your contents!! #ContentMarketing