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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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What is Hero-Class Customer Service? Part 2

What is Hero-Class Customer Service? Part 2 | New Customer - Passenger Experience | Scoop.it
Blog post at Customers That Stick : In our last post, What is Hero-Class Customer Service? Part 1, we discussed why we like the term Hero-Class Customer ServiceTM and the chara[..]
Eric_Determined / Eric Silverstein's insight:

Make sure to review the earlier articles first to give you the overall approach to:

 

For the #CustServ Front Lines: Remember One ThingWhat is Hero-Class Customer Service? Part 1

 

Adam is certainly on point with: 

 

"Hero-Class Customer ServiceTM is a holistic approach to the total customer experience that transcends individual initiatives and programs of the week. It is based in a cultural approach that blends customer-focused systems with well-trained brand emissaries.

Put plainly, it is customer service that is all about customers."

 

Have you ever experienced this level of service? If so, please share. 

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Tony Park's curator insight, September 22, 2013 7:36 PM

Customer service that "flys"

 

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For the #CustServ Front Lines: Remember One Thing

For the #CustServ Front Lines: Remember One Thing | New Customer - Passenger Experience | Scoop.it
Blog post at Customers That Stick : Whenever we can personalize a customer experience, we have gone a long way towards making that experience great. Every customer wants to fee[..]
Eric_Determined / Eric Silverstein's insight:

Adam provides valuable insight for those facing customers for the first time:

 

"Whenever we can personalize a customer experience, we have gone a long way towards making that experience great. Every customer wants to feel valued, to feel special, and personalizing the customer’s experience, even in very small ways can go a long way towards accomplishing that goal.

 

You can create a memorable experience and provide Hero-Class Customer ServiceTM without ever knowing anything about your customer (think Walt Disney World).

However, personalization is one of the most powerful and effective tools in the customer facing professional’s arsenal.

And remembering one thing about your customer is the quickest and most effective way to start personalizing your customers’ experiences — today."

 

Love the "Hero-Class Customer Service Trademark, so will post another article on Adam's approach.

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How to Think Like Your Customer (and Why It Matters) | Loyalty360.org

How to Think Like Your Customer (and Why It Matters) | Loyalty360.org | New Customer - Passenger Experience | Scoop.it
It’s an all-too-common scenario: You’re trying to get resolution, make a purchase or find an answer to your question, and the person on the other end of the line or across the desk from you seems to be on a completely different wavelength, unable...
Eric_Determined / Eric Silverstein's insight:

An interesting approach by Ann Herrmann-Nehdi, who provides great examples of the way we and customers think.


While this may focus more on the customer service element, it's part of the overall customer experience. Whether such customer is calling customer service desk, or a new shopper enters your store.

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Ding! You are Now Free to Create a Great Customer Experience - Business 2 Community

Ding! You are Now Free to Create a Great Customer Experience - Business 2 Community | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

As CEO Gary Kelly said “…we are a team – and while we don’t strap on helmets and pads, we are united, like all great teams, by a singular purpose. Our purpose is to connect people to what’s important in their lives through friendly, reliable, and low cost air travel. And our success is dependent on our ability to execute and fulfill that purpose.”  

 

Share your experience with Southwest?

 

What are your thoughts on the new wireless streaming options on board?

 

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Why Apple’s Passbook is a bigger must-have for marketers than ever - Mobile Marketer - Software and technology

Why Apple’s Passbook is a bigger must-have for marketers than ever - Mobile Marketer - Software and technology | New Customer - Passenger Experience | Scoop.it
Many of the enhancements available in iOS 7 point to how Apple is addressing mobile wallets as enhancing the shopping experience with offers and in-store information rather than by enabling payments, where adoption has been slow.
Eric_Determined / Eric Silverstein's insight:

We can't address the "Customer Experience" Topic without highlighting the latest update from Apple iOS7.

 

"Many of the enhancements available in iOS 7 point to how Apple is addressing mobile wallets as enhancing the shopping experience with offers and in-store information rather than by enabling payments, where adoption has been slow.

With redemption rates typically higher for mobile coupons that their print counterparts, the newly updated Passbook will give marketers a way to easily boost their overall couponing strategies by making it easy to add print coupons to Passbook and share the savings with friends. Other marketer-friendly updates in iOS 7 to include automatic updates for applications and the new iBeacon service that could enhance in-store shopping."

 

iOS remains the platform where the most revenues are generated per user, even though there are more Android users. Is your business ready to capitalize on the new features?

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Iloria Phoenix's curator insight, September 20, 2013 9:49 AM

   This artical is very interesting and important because it apple's Passbook is changing the way people shop in the U.S and Canada.

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Big Data Changes Social Media Marketing

Big Data Changes Social Media Marketing | New Customer - Passenger Experience | Scoop.it

As social media gets bigger, so does the amount of data that flow from such platforms as Facebook, Pinterest and Twitter. To help marketers use these data to obtain relevant insights, complex analytics platforms have developed as well. Indeed, big data has changed the way social media marketing works, and the following is a list of some of these changes according to Michele Nemschoff, a digital marketing expert.


Via The Fish Firm
Eric_Determined / Eric Silverstein's insight:

Businesses are trying to keep pace with the ongoing innovations in the marketplace, in the meantime consumers are more and more engaged via #mobile and other tools. Along the way a lot of valuable #Data is generated, therefore opportunities are abound if you can capture the right data and offer the right engagement for your #customers in return. 

 

" Experts say that 90 percent of all the data in the world right now was generated during the last two years. In addition, only 20 percent of this data is structured, or arranged in columns and rows which can be analyzed using traditional analytics tools.

As such, eighty percent of this data is “unstructured;”  pictures, videos or posts that come from sources like Facebook, YouTube and Instagram. These unstructured data represent people’s interests, opinions and activities, and if marketers can create insights out of these data by having the ability to store, administer and investigate them, then that’s a huge advantage for them.

Analysis of big social media data allows marketers to see relevant trends which allow them to create more personalized and highly customized content. People respond more to campaigns that are relevant to their needs and what they like, share and talk about."

 

 

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santina kerslake's curator insight, September 19, 2013 10:09 AM

We share the info we can relate to so we need to create #marketing that is relevant 

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CX Journey™: What Do Great Brands Do?

CX Journey™: What Do Great Brands Do? | New Customer - Passenger Experience | Scoop.it
In today's post, I give a brief recap of Denise Lee Yohn's presentation at the inaugural SoCal CXPA Local Networking Event in Aliso Viejo, CA, on November 13, 2012.
Eric_Determined / Eric Silverstein's insight:

"Great brands avoid selling products. They don't sell products; they build relationships."


These brands understand that customer experience plays a critical role to their bottomline.

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Walgreens improves app functionality via photo cards

Walgreens improves app functionality via photo cards | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

@Walgreens made a commitment to Mobile, Customer Experience and Loyalty - the numbers are clear - 72 million members in the past nine months!

 

They have identified key growth areas, and now that photo printing via mobile represents 40% of their business, they focused on improving the user experience with new tools and better functionality.

 

My hat goes to Walgreens for offering mobile solutions to enhance their customer experience, and capitalizing on key growth areas.

 

Photos are one area Apple & iOS7 are enhancing on their platform, now that more and more people take photos via their mobile.

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CPG brands piggyback on third-party apps for mobile boost - Mobile Marketer - Strategy

CPG brands piggyback on third-party apps for mobile boost - Mobile Marketer - Strategy | New Customer - Passenger Experience | Scoop.it
While consumer-packaged-goods brands are moving slowing when it comes to leveraging mobile to directly connect with customers, many view third-party applications as an easy way to establish a mobile footprint quickly.
Eric_Determined / Eric Silverstein's insight:

While @Clorox may have its own web and social presence, they understand the opportunities to use 3rd party Apps to reach their targeted audience, and reward them in the process.

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Comics of the week #200

Comics of the week #200 | New Customer - Passenger Experience | Scoop.it

Via Brian Yanish - MarketingHits.com, The Fish Firm
Eric_Determined / Eric Silverstein's insight:

As @TheFishFirm points out, many businesses have yet to grasp the level of changes taking place on the consumer level.

 

The overall #Customer #Experience is playing a key role towards greater brand loyalty and business growth. It's important for businesses to fully understand how to engage social and connected customers.

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The Fish Firm's curator insight, September 14, 2013 4:55 PM

We've found that most small / local businesses don't yet understand how new consumer behavior's impact growth or the power a robust on-line community has on getting discovered, connecting w/ customers and running effective promotions - therefore - this is absolutely correct! !!!

Maricarmen Husson's comment, September 15, 2013 9:11 AM
Yes, it is correct today, with the explosion hazard of the active groups in social networks that indicate their preferences (target), what they like or dislike, so is everyone is exposed.
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A Customer Service Makeover | Social Media Today

A Customer Service Makeover | Social Media Today | New Customer - Passenger Experience | Scoop.it
Improve communication with customers. Email provides an economical way to keep people apprised of changes in orders, policies, and events.

Via Joseph Ruiz
Eric_Determined / Eric Silverstein's insight:

@DebraWEllis highlights key changes needed in old corporate mentality where companies looked at customer service as an expense line item.

 

"The gap between the mission of an excellent #customer #experience and execution is unimaginable because improving service strengthens relationships, creates loyalty, and increases profitability.

 

Making the shift to integrated marketing and service departments starts with updating customer service’s image. The best way to update an image is to change the reputation by delivering something different from expectations. Instead of looking at how much service costs, look at how much it improves satisfaction and saves money. It’s much easier and less expensive to market to happy customers."

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Stop Just "Minding the Store" and Engage Strategic Leadership

Stop Just "Minding the Store" and Engage Strategic Leadership | New Customer - Passenger Experience | Scoop.it
Management guru Peter Drucker was the first to express …
Eric_Determined / Eric Silverstein's insight:

With many businesses being impacted by the fast pace of technological advances, it's critical to lead.

 

An important statement I learned from an executive at Emirates Airlines: "The minute you feel everything is working well and you sit back in your chair, that's when you need to worry!"

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Don Cloud's curator insight, September 15, 2013 10:27 AM

Are you just "minding the store" or are you leading change?  A tough question that leaders need to ask themselves over and over to avoid complacency.

Don Cloud's comment, September 15, 2013 2:51 PM
Thanks Eric ... reminds me of the quote from Ben Franklin "When you're finished changing, you're finished" -- oh so true for leaders and for their organizations.
Eric_Determined / Eric Silverstein's comment, September 15, 2013 10:52 PM
Hi Don, thanks for sharing this great quote!
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eGood Is A Mobile Payment And Loyalty System That Helps Users Give Back | TechCrunch

eGood Is A Mobile Payment And Loyalty System That Helps Users Give Back | TechCrunch | New Customer - Passenger Experience | Scoop.it
eGood, a new startup from Glendora, California, was chosen as one of the top startups to emerge out of Startup Alley at TechCrunch Disrupt SF today for its charitable spin on mobile payments and loyalty.
Eric_Determined / Eric Silverstein's insight:

A great way to engage your customers, provide a platform that will help the business establish itself in the community, and drive results:


"Classic Coffee, the startup’s first test partner, for example, saw 5,900 check-ins for charity since launching the campaign six months ago — compared to 1,776 check-ins on Foursquare over the course of two years (without using eGood). In other words, on a per-day basis, the business saw 25-times as many check-ins using eGood."


When you setup a positive experience, outlook and make it easy to use, you have a good recipe to success.

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What is Hero-Class Customer Service? Part 1

What is Hero-Class Customer Service? Part 1 | New Customer - Passenger Experience | Scoop.it
Blog post at Customers That Stick : I’ve searched for a long time for a phrase to describe a level of service that is both amazing in its quality and impressive in its delive[..]
Eric_Determined / Eric Silverstein's insight:

"A customer service hero is less like a hero who has endured a long and arduous journey filled with trials and tribulations (though some days feel like that) and is more like a person whom is simply a hero to someone else. The kind of person who makes people say, you’re my hero."


Make sure to recognize those customer service heroes in your organization!

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Hotels should gamify loyalty programs - Tnooz

Hotels should gamify loyalty programs - Tnooz | New Customer - Passenger Experience | Scoop.it
Hotel chains can increase customer loyalty and share of wallet by turning their loyalty programs into social games. Gamification is profitable.
Eric_Determined / Eric Silverstein's insight:

Thanks Youri for sharing your insights into the gamification of loyalty programs.

 

It's clear that hotels and other industries need to engage across all social media channels. The more they can engage their loyal customers with the rest of their friends, positive results should follow.

 

What are everyone's thoughts on gamification of loyalty programs?

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What IS a Customer Touchpoint? - Customer Experience Consulting

What IS a Customer Touchpoint? - Customer Experience Consulting | New Customer - Passenger Experience | Scoop.it
Customer touchpoints in general are not often understood or appreciated from the customer's perspective. And they are more than just business jargon!
Eric_Determined / Eric Silverstein's insight:

Jeannie provides key insight to make sure you understand the full journey of your customers:

 

" If you organize your touchpoints (the customer perspective) against your channel strategy (your company perspective), you can have a clear vision for where your priorities should lie. 

By creating a customer-centric vision for the future, you can continue to track what is working for your customers and what simply isn’t. Experiences are evolving rapidly today, and it’s easy to be left behind. Understanding your customer touchpoints could help you stay ahead in meaningful ways."

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Juliana Loh's curator insight, September 22, 2013 5:39 AM

Service Design, a unique subset of Experience Design requires an understanding of touchpoints. Here is an infographic via Michael Allenberg that describes the basic concept.

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7 Examples of Innovative B2B Content Marketing

7 Examples of Innovative B2B Content Marketing | New Customer - Passenger Experience | Scoop.it
At Content Marketing World, my good friend Ann Handley, coauthor of Content Rules and Chief Content Officer of MarketingProfs, presented a number of innovative examples of content marketing. The fo...
Eric_Determined / Eric Silverstein's insight:

Thank you to @AnnHandley for sharing these creative campaigns.


Let's first start with the definition: "Content marketing means you consistently create and share information that is packed with utility, seeded with inspiration and honestly empathetic to attract customers to you."


In this case we are focused on the customer experience from a B2B perspective.


With everyone jumping on the #infographic bandwagon, Uberflip made a video of it, and definitely caught my eye.


I like what the legal lawfirm Levenfeld  & Pearlstein did by adding video profiles of each partner. That brings a human element to the conversation, a positive way to engage your customers.


Being able to evaluate successful campaigns should give you more insight into what you would like to do for your business.


If you have any other creative campaigns you'd like to share, please  post a comment for everyone to see.

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Customer Journey Mapping: A Walk In Customers’ Shoes | Sabre Airline Solutions

Customer Journey Mapping: A Walk In Customers’ Shoes | Sabre Airline Solutions | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:
Your customer is the reason you are in business! It takes 12 positive experiences to make up for one negative one.91 percent of unhappy customers will not return to your airline after a bad experience. The right questions are asked by Julie Dent: 

"As an airline executive, do you know what your customers expect from your company from the moment they are inspired to travel through to the end of the journey when they are reminiscing with their friends and family? How many opportunities has your airline had to interact with customers before they get to the end of their journey? How important are your customers to your airline, and how do you recognize the needs of each one?

Airlines realize that “ownership” of the customer has become just as important as operations.

Understanding who your customers are and why they do business with your airline supports your longer-term vision for the business and the goal of keeping customers for life (lifetime value). However, to solidify your customer experience strategy and then fulfill that strategy, it is vital to take a walk in your customers’ shoes. How you treat each customer should be different once you know his needs. This is established through customer journey mapping."

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Debra Walker's curator insight, September 18, 2013 2:59 PM

Empathy is critical to understanding your customer of today...and tomorrow.  What do you think? 

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From CRM to Customer Experience Management (CEM)

From CRM to Customer Experience Management (CEM) | New Customer - Passenger Experience | Scoop.it
Customer experience management (CEM) is not just repackaged CRM. CEM marks a shift from internal customer management to external customer engagement.
Eric_Determined / Eric Silverstein's insight:

Pam Baker's article provides a thorough account of the ongoing changes and transformation from Customer Relations Manager (CRM) to Customer Experience Management (CEM) tools. It is about understanding the overall journey of your clients with your brand/product/service and offer solutions at every touch point of this journey.

 

"In Minority Report, talking billboards and point-of-purchase signs greeted Tom Cruise's character by name, in the store and on the sidewalk, and asked him specifically about his last purchase – in detail but conversationally. The signs and portals also offered him suggestions and waited to hear whatever Cruise wanted to say. Such glitzy displays of CEM are not yet in widespread use, but they are not far off either. The intimate customer knowledge behind such glitz, however, is already here."

 

"CEM is a 'set of applications and methods that turn visibility of each and every customer's experience over time and across all moments of interaction, into tangible business advantage,'" says Anandan Jayaraman, chief product and strategy officer at Connectiva Systems.

Intimate details and trackable data on individual customers, for the most part, already exist. However, it took the advent of CEM technologies to make that data actionable. "Too often, the datastreams that paint the total customer picture exist in silos," says Cheryl Flink, vice president of customer experience solutions for Market Force Information.

"Marketing collects satisfaction and social media data. Operations collects mystery shop data. Merchandising collects competitive pricing information," she explained. "That can create chaos with stakeholders in different silos seeing only a part of the elephant."

"Without integrating the datastreams, it's difficult to know where to focus in order to improve the experience," she said.

 

But as the article will show, it's not just about collecting digital data...

 

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Debra Walker's curator insight, September 18, 2013 2:56 PM

From my experience (no pun intended) organizations (particularly SMEs) overall don't do a good job of CRM and are even less prepared for quality CEM.  However, as the article points out, it is a shift for those that want to be in tune with their customers.  Great read!

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Why Startups Should Prioritize Customer Service

Why Startups Should Prioritize Customer Service | New Customer - Passenger Experience | Scoop.it
Paul Graham of Y-Combinator. Image via CrunchBase In July, Paul Graham of Y Combinator published an excellent essay titled “Do Things That Don’t Scale.”  In it he highlights several unscalable activities that  are critical for early stage startups...
Eric_Determined / Eric Silverstein's insight:

While we typically address the #customer #experience from an established business, in this case we get the view point from a Startup:


"Customer service is not just a mechanism for ensuring customer satisfaction; we rely on it to help develop the vision and set the roadmap for the future of our business. A startups goal is to create transformative products that change or improve the way people and businesses go about their daily lives. Investing in customer service in an unscaleable way is a roadmap for accelerating the path to that success."


Thanks Kyle for sharing your roadmap with Pixlee, and wishing you lots of success!

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Why Customer Service is a Leadership Issue

Why Customer Service is a Leadership Issue | New Customer - Passenger Experience | Scoop.it
I'm sometimes asked how I made the transition from a fo…
Eric_Determined / Eric Silverstein's insight:

Customer Service is tied to the overall #Customer #Experience.

 

I appreciate Ted's statement below: 

 

"Yesterday's differentiator is today's me-too"

 

This is absolutely true when businesses solely rely on innovation or economies of scale, as you can expect your competitors will try to do the same.

 

But when it comes to customer engagement, this is where Leadership , Culture and Service can make a true difference to the bottomline. You just have to ask Jeff Bezos @Amazon.

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14 Reasons To Do Social Customer Service [Infographic] | News | eZanga.com

14 Reasons To Do Social Customer Service [Infographic] | News | eZanga.com | New Customer - Passenger Experience | Scoop.it
14 statistics that will have you rethinking your decision to ignore social media as a customer service channel, plus tips for doing it right.
Eric_Determined / Eric Silverstein's insight:

Valuable stats that highlight where there are opportunities for your business to capitalize.

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Isabelle Niclot's curator insight, September 18, 2013 5:42 AM

It's time to do it if not done before

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Customer Service is the New Marketing - Business 2 Community

Customer Service is the New Marketing - Business 2 Community | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Following an earlier Scoop on customer service, Jeff highlights the importance and key developments at @Ford Company.

 

They understand the importance of connected customers and their circle of influence, as a new way to market and promote their vehicles.

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Chipotle Gets into Branded Entertainment Game with Animated Short, App

Chipotle Gets into Branded Entertainment Game with Animated Short, App | New Customer - Passenger Experience | Scoop.it
Chipotle has stepped up its efforts to entertain customers while promoting its mission to serve sustainably raised food. The Mexican eatery released "The Scarecrow," on Thursday, as an animated sho...
Eric_Determined / Eric Silverstein's insight:

@ChipotleMedia understand the importance to position their brand and use all tools to engage their customers.

 

The promotional reward should drive the message further, all positive  customer engagements, with the end result further foot traffic into their stores.

 

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Eric_Determined / Eric Silverstein's comment, September 15, 2013 10:18 PM
Hi Debra, thank you for sharing your thoughts on this article. I agree with you a well targeted campaign for their customers.
Daniel Resnich's comment, September 28, 2013 4:42 AM
It`s a great example of the three classical acts structure achievement. Regards!
Eric_Determined / Eric Silverstein's comment, September 29, 2013 7:40 PM
Hi Daniel, it would be interesting to get some metrics from Chipotle, but from a production value they are definitely on point!
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Customer Journey Maps | Social Media Today

Customer Journey Maps | Social Media Today | New Customer - Passenger Experience | Scoop.it
How can you improve the customer experience if you don’t know what the journey is? Here's how to learn the true terrain your customers trek through just to buy your products or services.
Eric_Determined / Eric Silverstein's insight:

As Jeannie highlights, the importance is to include them all before defining the final journey map.

 

This will then help you setup the right solutions and the right engagements at every touchpoint of this journey.

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Andrew Cassidy's curator insight, September 15, 2013 3:16 PM

I'm a fan of customer journey maps. The mapping process itself can be a bit involved at times Here is a nice pragmatic overview.