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 in 2016 - Key Findings!

Marketing in 2016 - Key Findings! | New Customer - Passenger Experience | Scoop.it
"The CMO's currency is the customer - customer voice, customer value, valence, and often, the experience itself." -
Eric_Determined / Eric Silverstein's insight:

Vala Afshar shares insight from Salesforce State Of Marketing 2016 report. 

 

Key categories with 55 statistics:

 

- Priority and success measures

- Marketing alignment with business leadership

- Customer journey strategy

- Integrating the customer experience

- Tech adoption

- Marketing channels - real time channel orchestration

- ROI - Mobile - Email - Social

- Advertising accelerates on social platforms

 

Any surprises?

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Marketing Is Everyone's Job?

Marketing Is Everyone's Job? | New Customer - Passenger Experience | Scoop.it
It was HP co-founder, David Packard, of all people, who came up with one of my all-time favorite quotes on marketing, specifically that "marketing is too important to be left to the marketing department." This quote is often mentioned in the same breath as these famous Peter Drucker quotes: “Because the purpose of business is to…
Eric_Determined / Eric Silverstein's insight:

"Marketing is the whole business seen from the point of view of the customer" 

 

Dave Kellogg shares the strategic and tactical roles.

 

 

Everything we do should be about the customer, empower all employees to play a role, give them a clear strategic vision and the tools to succeed,  you'll be amazed by the results.

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BSN's curator insight, March 31, 10:05 AM

"Marketing is the whole business seen from the point of view of the customer"

Laura Godin's curator insight, March 31, 5:53 PM

"Marketing is the whole business seen from the point of view of the customer" 

 

Dave Kellogg shares the strategic and tactical roles.

 

 

Everything we do should be about the customer, empower all employees to play a role, give them a clear strategic vision and the tools to succeed,  you'll be amazed by the results.

Kate Marsh's curator insight, April 1, 8:19 AM

"Marketing is the whole business seen from the point of view of the customer" 

 

Dave Kellogg shares the strategic and tactical roles.

 

 

Everything we do should be about the customer, empower all employees to play a role, give them a clear strategic vision and the tools to succeed,  you'll be amazed by the results.

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Most Brand Stories - Are You Ready To Standout?

Most Brand Stories - Are You Ready To Standout? | New Customer - Passenger Experience | Scoop.it
Start what the marketer needs to say, not with what the customer wants to hear.
Eric_Determined / Eric Silverstein's insight:

A Brand Is No Longer What We Tell The Consumer It Is. It's What Consumers Tell Each Other It Is.

 

Bernadette shares key actionable items.

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Samuel Pavin's curator insight, March 29, 3:07 AM

A Brand Is No Longer What We Tell The Consumer It Is. It's What Consumers Tell Each Other It Is.

 

Bernadette shares key actionable items.

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Apps Now Bots?

Apps Now Bots? | New Customer - Passenger Experience | Scoop.it
If Facebook announces the "Messenger Bot Store" at F8, as many predict, it would be arguably the most consequential event for the tech industry since Apple..
Eric_Determined / Eric Silverstein's insight:

Data drives many of the new business decisions, on the other side there is a large amount of consumer interaction that happens in the "dark".

 

With greater interaction happening across chat based applications, bots may become the new app store of tomorrow.

 

The simpler you make it for customers, the greater results you can anticipate for your business.

 

If I can text "I need a ride home", an immediate reply comes back with the time my ride will arrive, who the driver is, along with address, I saved 3 or more steps from opening an app.

 

 

How are you capitalizing across chat channels?

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Samuel Pavin's curator insight, March 23, 3:12 AM

Data drives many of the new business decisions, on the other side there is a large amount of consumer interaction that happens in the "dark".

 

With greater interaction happening across chat based applications, bots may become the new app store of tomorrow.

 

The simpler you make it for customers, the greater results you can anticipate for your business.

 

If I can text "I need a ride home", an immediate reply comes back with the time my ride will arrive, who the driver is, along with address, I saved 3 or more steps from opening an app.

 

 

How are you capitalizing across chat channels?

wolfgang gauss's curator insight, March 24, 12:12 PM

Data drives many of the new business decisions, on the other side there is a large amount of consumer interaction that happens in the "dark".

 

With greater interaction happening across chat based applications, bots may become the new app store of tomorrow.

 

The simpler you make it for customers, the greater results you can anticipate for your business.

 

If I can text "I need a ride home", an immediate reply comes back with the time my ride will arrive, who the driver is, along with address, I saved 3 or more steps from opening an app.

 

 

How are you capitalizing across chat channels?

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Why Relationships?

Why Relationships? | New Customer - Passenger Experience | Scoop.it
The Chief Relationship Officer is more than a touchy-feely, warm and fuzzy job title. The role is often business development, positioned between marketing, sales, and customer success. The role
Eric_Determined / Eric Silverstein's insight:
 

"People prefer doing business with people they know, like, and trust (Bob Burg).

 

Having an extensive network of relationships can:

  • raise awareness of your business (relationship marketing)
  • deliver more opportunities or efficiencies (strategic partnerships)
  • create value-added customer experiences (customer relationships)

 

From a relationship economics perspective, building relationships is a valuable investment that has its own currency, reputation capital, and professional net worth (David Nour).

 

Relationships can be perceived as cash-flow generating assets and if managed properly, can yield a return on relationship (Ted Rubin, Kathryn Rose).

 

Managing your relationships has the ability to increase revenue (raised awareness, partnerships, etc..) while decreasing the cost of acquiring that revenue (reduced cost of sales). 

 

From a qualitative perspective, a relationship focus can make your business more human, more appealing. A sharing, relationship mindset can be applied to all aspects of your externally facing business to make a human-to-human connection (Bryan Kramer).

 

In an age of ever-increasing noise, a business needs to remain, not only relevant but meaningful. This can be accomplished by seeking mutually beneficial opportunities between your business and followers (Kare Anderson).

 

And the best way to deliver this is by reclaiming the lost art of conversation (Sherry Turkle), in order to build trust and true friendships (Dorie Clark)."

  

 

more...
Sebastián Muñoz's curator insight, March 19, 5:57 AM
 

"People prefer doing business with people they know, like, and trust (Bob Burg).

 

Having an extensive network of relationships can:

raise awareness of your business (relationship marketing)deliver more opportunities or efficiencies (strategic partnerships)create value-added customer experiences (customer relationships)

 

From a relationship economics perspective, building relationships is a valuable investment that has its own currency, reputation capital, and professional net worth (David Nour).

 

Relationships can be perceived as cash-flow generating assets and if managed properly, can yield a return on relationship (Ted Rubin, Kathryn Rose).

 

Managing your relationships has the ability to increase revenue (raised awareness, partnerships, etc..) while decreasing the cost of acquiring that revenue (reduced cost of sales). 

 

From a qualitative perspective, a relationship focus can make your business more human, more appealing. A sharing, relationship mindset can be applied to all aspects of your externally facing business to make a human-to-human connection (Bryan Kramer).

 

In an age of ever-increasing noise, a business needs to remain, not only relevant but meaningful. This can be accomplished by seeking mutually beneficial opportunities between your business and followers (Kare Anderson).

 

And the best way to deliver this is by reclaiming the lost art of conversation (Sherry Turkle), in order to build trust and true friendships (Dorie Clark)."

  

 

Konstantinos Kalemis's curator insight, March 21, 5:34 AM
 

"People prefer doing business with people they know, like, and trust (Bob Burg).

 

Having an extensive network of relationships can:

raise awareness of your business (relationship marketing)deliver more opportunities or efficiencies (strategic partnerships)create value-added customer experiences (customer relationships)

 

From a relationship economics perspective, building relationships is a valuable investment that has its own currency, reputation capital, and professional net worth (David Nour).

 

Relationships can be perceived as cash-flow generating assets and if managed properly, can yield a return on relationship (Ted Rubin, Kathryn Rose).

 

Managing your relationships has the ability to increase revenue (raised awareness, partnerships, etc..) while decreasing the cost of acquiring that revenue (reduced cost of sales). 

 

From a qualitative perspective, a relationship focus can make your business more human, more appealing. A sharing, relationship mindset can be applied to all aspects of your externally facing business to make a human-to-human connection (Bryan Kramer).

 

In an age of ever-increasing noise, a business needs to remain, not only relevant but meaningful. This can be accomplished by seeking mutually beneficial opportunities between your business and followers (Kare Anderson).

 

And the best way to deliver this is by reclaiming the lost art of conversation (Sherry Turkle), in order to build trust and true friendships (Dorie Clark)."

  

 

ismokuhanen's curator insight, March 22, 7:55 PM
 

"People prefer doing business with people they know, like, and trust (Bob Burg).

 

Having an extensive network of relationships can:

raise awareness of your business (relationship marketing)deliver more opportunities or efficiencies (strategic partnerships)create value-added customer experiences (customer relationships)

 

From a relationship economics perspective, building relationships is a valuable investment that has its own currency, reputation capital, and professional net worth (David Nour).

 

Relationships can be perceived as cash-flow generating assets and if managed properly, can yield a return on relationship (Ted Rubin, Kathryn Rose).

 

Managing your relationships has the ability to increase revenue (raised awareness, partnerships, etc..) while decreasing the cost of acquiring that revenue (reduced cost of sales). 

 

From a qualitative perspective, a relationship focus can make your business more human, more appealing. A sharing, relationship mindset can be applied to all aspects of your externally facing business to make a human-to-human connection (Bryan Kramer).

 

In an age of ever-increasing noise, a business needs to remain, not only relevant but meaningful. This can be accomplished by seeking mutually beneficial opportunities between your business and followers (Kare Anderson).

 

And the best way to deliver this is by reclaiming the lost art of conversation (Sherry Turkle), in order to build trust and true friendships (Dorie Clark)."

  

 

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The Secret To Online Community Success

The Secret To Online Community Success | New Customer - Passenger Experience | Scoop.it

 

You wouldn’t begin building a house without architecture and design in place.  But that’s what many companies do when they decide to build a branded online community.  They select a technology platform and quickly move to the implementation stage without ...
Eric_Determined / Eric Silverstein's insight:

 

Hint, it's not Technology!

 

Investing in developing a relationship with valuable members of your community is essential. 

 

Here are 7 key questions you need to answer before you build your community:

 

  1.  Who Will The Community Serve?
  2.  What Is That Audience’s Pain Point?
  3.  How Can An Online Community Make The Pain Go Away?
  4.  What Kind Of Community Should I Build?
  5.  Do We Have The Community Building Characteristics We Need To Succeed?
  6.  How Will We Generate Content?
  7.  How Are We Going To Measure Success?

 

According to a McKinsey Study, marketing-inspired word-of-mouth generates more than twice the sales of paid advertising, and these customers have a 37% higher retention rate.

 

 

 

more...
Samuel Pavin's curator insight, March 14, 2:14 AM

 

Hint, it's not Technology!

 

Investing in developing a relationship with valuable members of your community is essential. 

 

Here are 7 key questions you need to answer before you build your community:

 

 Who Will The Community Serve? What Is That Audience’s Pain Point? How Can An Online Community Make The Pain Go Away? What Kind Of Community Should I Build? Do We Have The Community Building Characteristics We Need To Succeed? How Will We Generate Content? How Are We Going To Measure Success?

 

According to a McKinsey Study, marketing-inspired word-of-mouth generates more than twice the sales of paid advertising, and these customers have a 37% higher retention rate.

 

 

 

Francesca Adinolfi's curator insight, March 15, 4:53 AM

 

Hint, it's not Technology!

 

Investing in developing a relationship with valuable members of your community is essential. 

 

Here are 7 key questions you need to answer before you build your community:

 

 Who Will The Community Serve? What Is That Audience’s Pain Point? How Can An Online Community Make The Pain Go Away? What Kind Of Community Should I Build? Do We Have The Community Building Characteristics We Need To Succeed? How Will We Generate Content? How Are We Going To Measure Success?

 

According to a McKinsey Study, marketing-inspired word-of-mouth generates more than twice the sales of paid advertising, and these customers have a 37% higher retention rate.

 

 

 

ismokuhanen's curator insight, March 22, 7:58 PM

 

Hint, it's not Technology!

 

Investing in developing a relationship with valuable members of your community is essential. 

 

Here are 7 key questions you need to answer before you build your community:

 

 Who Will The Community Serve? What Is That Audience’s Pain Point? How Can An Online Community Make The Pain Go Away? What Kind Of Community Should I Build? Do We Have The Community Building Characteristics We Need To Succeed? How Will We Generate Content? How Are We Going To Measure Success?

 

According to a McKinsey Study, marketing-inspired word-of-mouth generates more than twice the sales of paid advertising, and these customers have a 37% higher retention rate.

 

 

 

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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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Customers want - Always or Delight ?

Customers want - Always or Delight ? | New Customer - Passenger Experience | Scoop.it
Jeanne responds to Gary Friedman’s all-caps message to his staff about developing a better customer experience with a nine-point plan to actually do just that.
Eric_Determined / Eric Silverstein's insight:

Having passion for getting it right for customers is great, but before you can consider delight, you need to make sure you focus on consistency.

 

Jeanne Bliss shares a great example from Restoration Hardware, then shares valuable insight for the CEO.

 

Never lose sight of what matters to your customers first. Shep Hyken wrote a great piece on the importance of earning your customers’ trust by following through and creating a predictable experience." 

 

http://sco.lt/8jyah7

 

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BSN's curator insight, April 1, 7:30 AM

Having passion for getting it right for customers is great, but before you can consider delight, you need to make sure you focus on consistency.

 

 

 

JunoPark's curator insight, April 2, 11:27 PM

Having passion for getting it right for customers is great, but before you can consider delight, you need to make sure you focus on consistency.

 

Jeanne Bliss shares a great example from Restoration Hardware, then shares valuable insight for the CEO.

 

Never lose sight of what matters to your customers first. Shep Hyken wrote a great piece on the importance of earning your customers’ trust by following through and creating a predictable experience." 

 

http://sco.lt/8jyah7

 

Konstantinos Kalemis's curator insight, April 4, 6:53 AM

Having passion for getting it right for customers is great, but before you can consider delight, you need to make sure you focus on consistency.

 

Jeanne Bliss shares a great example from Restoration Hardware, then shares valuable insight for the CEO.

 

Never lose sight of what matters to your customers first. Shep Hyken wrote a great piece on the importance of earning your customers’ trust by following through and creating a predictable experience." 

 

http://sco.lt/8jyah7

 

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All Roads Lead to Digital Disruption

All Roads Lead to Digital Disruption | New Customer - Passenger Experience | Scoop.it
Companies that aren’t traveling along a digital path—with workers and customers at the forefront of their digital plans—will face an insurmountable roadblock.
Eric_Determined / Eric Silverstein's insight:

"First you need to recognize that all roads lead back to people!

 

Then all parallel roads lead to the wide open spaces of digital disruption, do you agree?

 

According to a study from Accenture, titled “2016 Technology Vision Report,” they highlight 4 key tenets:

 
 

1. Data: It supports insight-driven decision-making everywhere.

2. Disruption: A strong vision of how technology allows better processes and creates new ecosystems is essential.

3. Digital Trust: With change comes risk, so ensuring digital offerings are secure, ethical and respectful of privacy will separate high performers from also-rans.

4. Change: Accepting change is crucial throughout the business."

 

I absolutely agree with Patrick "Winners in the new digital economy must create corporate cultures where technology empowers people to evolve, adapt and drive change."

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wolfgang gauss's curator insight, March 31, 4:30 AM

"First you need to recognize that all roads lead back to people!

 

Then all parallel roads lead to the wide open spaces of digital disruption, do you agree?

 

According to a study from Accenture, titled “2016 Technology Vision Report,” they highlight 4 key tenets:

 
 

1. Data: It supports insight-driven decision-making everywhere.

2. Disruption: A strong vision of how technology allows better processes and creates new ecosystems is essential.

3. Digital Trust: With change comes risk, so ensuring digital offerings are secure, ethical and respectful of privacy will separate high performers from also-rans.

4. Change: Accepting change is crucial throughout the business."

 

I absolutely agree with Patrick "Winners in the new digital economy must create corporate cultures where technology empowers people to evolve, adapt and drive change."

JunoPark's curator insight, April 2, 3:50 AM

"First you need to recognize that all roads lead back to people!

 

Then all parallel roads lead to the wide open spaces of digital disruption, do you agree?

 

According to a study from Accenture, titled “2016 Technology Vision Report,” they highlight 4 key tenets:

 
 

1. Data: It supports insight-driven decision-making everywhere.

2. Disruption: A strong vision of how technology allows better processes and creates new ecosystems is essential.

3. Digital Trust: With change comes risk, so ensuring digital offerings are secure, ethical and respectful of privacy will separate high performers from also-rans.

4. Change: Accepting change is crucial throughout the business."

 

I absolutely agree with Patrick "Winners in the new digital economy must create corporate cultures where technology empowers people to evolve, adapt and drive change."

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Digital Disruption - What are the lessons?

Digital Disruption - What are the lessons? | New Customer - Passenger Experience | Scoop.it
Everyone knows that marketing has changed dramatically over the past decade.  Indeed, it continues to change rapidly today.  While there are many contributing factors to the whirlwind we’re experiencing — search, social, mobile, content, big data, and so on
Eric_Determined / Eric Silverstein's insight:

"In a digital world, marketing is inherently entangled in the dynamics of software."

 

3 Key drivers:

 

1) Agile Marketing

2) Innovation & Scalability

3) Marketing Managers as Product Managers

 

Scott Brinker shares a great image on this new relationship.

 

 

 

 

more...
wolfgang gauss's curator insight, March 26, 4:25 AM

"In a digital world, marketing is inherently entangled in the dynamics of software."

 

3 Key drivers:

 

1) Agile Marketing

2) Innovation & Scalability

3) Marketing Managers as Product Managers

 

Scott Brinker shares a great image on this new relationship.

 

 

 

 

Antonio Ormachea's curator insight, March 28, 10:59 AM

"In a digital world, marketing is inherently entangled in the dynamics of software."

 

3 Key drivers:

 

1) Agile Marketing

2) Innovation & Scalability

3) Marketing Managers as Product Managers

 

Scott Brinker shares a great image on this new relationship.

 

 

 

 

Antonio Ormachea's curator insight, March 28, 11:00 AM

"In a digital world, marketing is inherently entangled in the dynamics of software."

 

3 Key drivers:

 

1) Agile Marketing

2) Innovation & Scalability

3) Marketing Managers as Product Managers

 

Scott Brinker shares a great image on this new relationship.

 

 

 

 

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100 Questions To Ask About Your DIGITAL BUSINESS

Do you know the key digital questions to ask about your business? Cognizant suggests the 100 key digital questions you need to be asking to connect the digital…
Eric_Determined / Eric Silverstein's insight:

Valuable data and insights. Any surprises?

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Antonio Ormachea's curator insight, March 28, 11:00 AM

Valuable data and insights. Any surprises?

Sebastián Muñoz's curator insight, March 29, 6:19 AM

Valuable data and insights. Any surprises?

Patrick Smith's curator insight, March 31, 4:16 AM

Valuable data and insights. Any surprises?

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Follow Your Customers!

Follow Your Customers! | New Customer - Passenger Experience | Scoop.it
The story of ideas that fly is really the story of the people who adopt them. It’s how the realisation of their dreams collides with what we create that makes an innovation meaningful.
Eric_Determined / Eric Silverstein's insight:

"These shortcuts are called desire paths. Not only do they tell us where people have been, they leave clues about why people go where they go and do what they do. These well-worn routes often become more relevant than the planned ones. They tell the story of the community that made them."

 

People are taking the path of least resistance, time is their #1 asset, ask @Garyvee :)

 

As Bernadette highlights above, there are clear signs out there, you don't need to re-invent the wheel, make sure you are paying attention and give plenty of chances for your customers to engage / provide feedback.

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ismokuhanen's curator insight, March 22, 7:52 PM

"These shortcuts are called desire paths. Not only do they tell us where people have been, they leave clues about why people go where they go and do what they do. These well-worn routes often become more relevant than the planned ones. They tell the story of the community that made them."

 

People are taking the path of least resistance, time is their #1 asset, ask @Garyvee :)

 

As Bernadette highlights above, there are clear signs out there, you don't need to re-invent the wheel, make sure you are paying attention and give plenty of chances for your customers to engage / provide feedback.

Antonio Ormachea's curator insight, March 28, 11:01 AM

"These shortcuts are called desire paths. Not only do they tell us where people have been, they leave clues about why people go where they go and do what they do. These well-worn routes often become more relevant than the planned ones. They tell the story of the community that made them."

 

People are taking the path of least resistance, time is their #1 asset, ask @Garyvee :)

 

As Bernadette highlights above, there are clear signs out there, you don't need to re-invent the wheel, make sure you are paying attention and give plenty of chances for your customers to engage / provide feedback.

Antonio Ormachea's curator insight, March 28, 11:03 AM

"These shortcuts are called desire paths. Not only do they tell us where people have been, they leave clues about why people go where they go and do what they do. These well-worn routes often become more relevant than the planned ones. They tell the story of the community that made them."

 

People are taking the path of least resistance, time is their #1 asset, ask @Garyvee :)

 

As Bernadette highlights above, there are clear signs out there, you don't need to re-invent the wheel, make sure you are paying attention and give plenty of chances for your customers to engage / provide feedback.

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Get Personal, It's Business!

Get Personal, It's Business! | New Customer - Passenger Experience | Scoop.it
There is an old saying that goes, “It’s not personal; it’s just business.” This statement is complete rubbish. I think business is personal, especially when you are trying to build a relationship with
Eric_Determined / Eric Silverstein's insight:

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

more...
ismokuhanen's curator insight, March 22, 7:57 PM

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

Michael Allenberg's curator insight, March 26, 3:37 PM

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

Antonio Ormachea's curator insight, March 28, 11:03 AM

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

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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. 

 

more...
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

 

 

 

more...
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