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 entertainment, mobile and social engagement - Connect with me via LinkedIn: https://www.linkedin.com/in/eric-silverstein-931521
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#Digital tech reshapes #marketing

#Digital tech reshapes #marketing | New Customer - Passenger Experience | Scoop.it
Despite e-commerce’s surge, some 90 percent of what people buy still comes out of brick-and-mortar stores. And when it comes to consumer-packaged goods, that figure is even higher. A recent study by Kantar Worldpanel predicted it may take another decade before online purchasing grabs even 10 percent of grocery purchases.
Eric_Determined / Eric Silverstein's insight:

Understanding the new shopper Journey, check these latest tech tools at your store near you!


Which technology do you anticipate will have the biggest impact to your shopping experience?

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Face It: Effective #Marketing is All #Digital @WDSummit

Face It: Effective #Marketing is All #Digital @WDSummit | New Customer - Passenger Experience | Scoop.it
If you're still dragging your feet on digital technologies, it's time to stop. As Newcastle Beer brand director Quinn Kilbury said yesterday, "Everything you do has to be about digital. In fact, 100 percent of our marketing budget goes to digital."Kilbury was one of more than two dozen speakers who took the stage at the all day Westchester Digital Summit in metro New York City. Held at the Ritz-Carlton in White Plains, N.Y., the event brought several hundred senior marketing professi Topic: Digital Marketing.
Eric_Determined / Eric Silverstein's insight:

The digital landscape requires an ongoing engagement with your #customers, one that establishes #trust and #value. It's a noisy world out there, make sure your brand remains active and listens to your customers.


What are your thoughts on Gary Vaynerchuk (@Garyvee) statement below?


"@Pinterest is like window shopping 3.0"


Check out the digital ad from @Newcastle. Share your thoughts there too?

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#CX Success Formula: Obsessive Customer and Employee Centricity

#CX Success Formula: Obsessive Customer and Employee Centricity | New Customer - Passenger Experience | Scoop.it
Leading event registration company EventBrite is making a high profile entry into Australia as part of its ongoing international expansion. There have been a few interviews with
Eric_Determined / Eric Silverstein's insight:

You can't go wrong if you follow the same fundamentals as @Zappos and @Amazon


1) Only one way to be customer centric

2) Fight the company centric ‘swing back’

3) Define success from the customer view

4) Aim above customer satisfaction… to delight


Do you agree? 

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Essential #Social Trends for 2014 - #Infographic

Essential #Social Trends for 2014 - #Infographic | New Customer - Passenger Experience | Scoop.it
A new infographic leads with some of the most important tenets of social business. It's titled Social Media Trends Shaping 2014, and lists seven trends. I narrowed this down to four essential points for 2014.
Eric_Determined / Eric Silverstein's insight:

Check the #Infographic, and let us know which one of the 7 points do you agree with the most?

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Sue Walsh's curator insight, May 20, 2014 6:07 PM

Implementing social media company wide. Definitely!

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#Trust is a precursor to #Loyalty & #Engagement

#Trust is a precursor to #Loyalty & #Engagement | New Customer - Passenger Experience | Scoop.it
Many of us write about a trust culture, but what about a culture of distrust? What does that look like? In today's post, I explain.
Eric_Determined / Eric Silverstein's insight:

#Trust is a precursor to #loyalty and #engagement. Without trust, there can be no engagement!


Share your thoughts on the list of culture of distrust.

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4twenty2's curator insight, May 16, 2014 4:37 AM

The bottom line is Trust can make or break a business.  It feeds down through the employees, customers and finally stops at your bottom line.  Cultivating an environment of trust at work is a "must do" for all business, large and small.

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10 provocative #digital #marketing quotes!

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

My favorite 4 quotes:


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


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


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


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


Which one do you prefer?

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10 #Mobile #Marketing Trends to Justify Your Budget!

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

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


Share your thoughts on some of the points listed.

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CXO #Infographics - #Customer #Advocacy

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

Valuable #infographic on Customer Advocacy

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12 Leadership Lessons From @SpiderManMovie 2

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

12 Valuable Leadership Lessons


Have you seen SpiderMan 2, any additional lessons?

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New Buyers Journey - Are you changing how you sell?

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

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

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

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

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Capture #VOC then deliver the right #CustExp!

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

Jodi Beuder clear definition on Voice of Customer:


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


Follow your customer Journey Map!

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CRM @pgreenbe Defines #Customer Engagement

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

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


Couldn't agree more!

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#Marketing Lessons...

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

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


What are your thoughts?

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4 Things Marketers May Not Know About #SocialMedia #Marketing

4 Things Marketers May Not Know About #SocialMedia #Marketing | New Customer - Passenger Experience | Scoop.it
I know, I know, there is no shortage of social media experts, gurus and bhagwans and many marketers themselves now believe they know all there is to know about social media marketing. Yeah and I'm Donald Duck. Translation: Don't believe anyone who says they know everything about social media. Ever. Why? [...]
Eric_Determined / Eric Silverstein's insight:

@steveolenski shares his insights and confirms he is not Donald Duck...


It's true that Social Media Marketing is a continuous moving target, therefore he shares valuable insight. Which of the 4 elements do you value most?

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We Live in an #Experience #Economy

We Live in an #Experience #Economy | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

As brands such as @Airbnb @Disney show, it's no longer about online and offline experiences.


Are you ready to design and offer the right customer experience?

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Digital #Customer #Experience Success - #Infographic

Digital #Customer #Experience Success  - #Infographic | New Customer - Passenger Experience | Scoop.it
Always on the go, retail shoppers demand engaging digital content, easy access and fast fulfillment—a seamless customer experience across channels, 24/7.
Eric_Determined / Eric Silverstein's insight:

Customers demand engaging digital content, easy access and fast fulfillment—a seamless #customer #experience across channels!


Check this well designed #infographic @Accenture, what are your thoughts?

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What's your #Customer #Experience Vision?

What's your #Customer #Experience Vision? | New Customer - Passenger Experience | Scoop.it
Is Your Customer Experience Suffering from Short-Sightedness? - John's Customer Experience Blog by The Dijulius Group, the Authority on World-Class customer service.
Eric_Determined / Eric Silverstein's insight:

Great quote: 


"Having a vision shows you understand it’s a journey"


Which vision of the key brands highlighted do you like?


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3 tips for perfecting the #mobile #customer #experience

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

#Mobile #Experience, no room for errors. 


3 key tips to not overlook!


Any additional tips you would recommend?

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The Biggest Mistake Content Marketers Make On Social Media

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

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

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


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

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

#DIYSEO #Nine0Media

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What is the new #Customer Journey?

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

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


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


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


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


Share your thoughts?

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Socializing the #Customer #Experience

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

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


Share your best brand experience...

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Lessons from @LEGO_Group on how to build Social Value!

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

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

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


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

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

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


Great lessons from Lars Silberbauer, do you agree?



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

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

It's important to understand the difference:

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

Share your thoughts?

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

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

Kerry highlights the importance of #CustomerExperience.


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


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

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17 awesome digital #marketing quotes

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

Which one is your favorite?


Mine is Kathy Klotz-Guest:


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

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