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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For Beloved Brands Like IKEA, Amazon, Simplicity is in the Details

For Beloved Brands Like IKEA, Amazon, Simplicity is in the Details | New Customer - Passenger Experience | Scoop.it
You might not think umlauts, Big Macs and best sellers have a lot in common. But when it comes to brand perception, they do. The commonality is simplicity,
Eric_Determined / Eric Silverstein's insight:

Bryan Pearson is on point:


"These brands get simple right because they make complexity look effortless. They build and integrate highly detailed business operations behind the scenes so they know their customer better, and can deliver more relevant products and offers as a result."


The right #customer #experience

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The four pillars of customer loyalty

The four pillars of customer loyalty | New Customer - Passenger Experience | Scoop.it
Marketers need to leverage technology and draw on data to engage with customers through carefully targeted campaigns, says marketing loyalty guru David Rosen
Eric_Determined / Eric Silverstein's insight:

Examples show how well designed programs can yield great results

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10 surprising social media statistics that might make you rethink your social strategy

10 surprising social media statistics that might make you rethink your social strategy | New Customer - Passenger Experience | Scoop.it
This post was originally published on the Buffer blog.





Social media is changing faster than ever, as if that wasn’t something everyone already knew!

If you’re managing social ...
Eric_Determined / Eric Silverstein's insight:

"Remember that your customers might have very different priorities than what you expect."


The facts presented and the above statement reinforces the need for all businesses to identify their #customer #journey, in order to deliver the right #customer #experience for their brands.

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@eBay enhances #mobile shopping experience

@eBay enhances #mobile shopping experience | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

eBay understands the need to continuously innovate in order to keep pace with Amazon, Walmart and others.

 

They are putting a focus on Mobile:

 

Better shopping experiences
EBay has thrown a significant amount of weight behind mobile over the years.

For example, eBay was one of the first to develop a smart watch app earlier this year for Samsung Galaxy devices.

Additionally, eBay updated its fashion and automotive apps in August for a better multiscreen shopping experience.

With showrooming only growing as a bigger concern for bricks-and-mortar retailers this year, there will be a bigger emphasis on branded apps that play up loyalty to compete with online heavyweights such as eBay and Amazon.

 What are your thoughts on same day in-store pickup?
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How to bridge the travel marketing divide - Tnooz

How to bridge the travel marketing divide - Tnooz | New Customer - Passenger Experience | Scoop.it
Data is everywhere, yet as those in travel marketing use it build relationships with their consumers, it can be difficult to deliver a personal experience.
Eric_Determined / Eric Silverstein's insight:

First you have to love the image used for this article, it's brilliant!

 

Philip shows how the travel industry is very similar to all other businesses. It's about identifying your #Customer #Journey, connecting  through every touch point with relevant information or service, and deliver the right #customer #experience.

 

still love the picture used for this article :)

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Why does it take so many companies to produce one digital ad?

Why does it take so many companies to produce one digital ad? | New Customer - Passenger Experience | Scoop.it
In its digital-advertising push, JetBlue has used about 40 ad-technology firms to get its message out on computers and mobile devices.
Eric_Determined / Eric Silverstein's insight:

In this article the focus is on the #Business #Experience.

 

With technological disruption comes new players, which makes it challenging for your business to find the right partners.

 

But since you need to deliver your marketing mandate across multichannel, the insights from this article should be helpful.

 

Please share your thoughts.

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50 Essential Mobile Marketing Facts

50 Essential Mobile Marketing Facts | New Customer - Passenger Experience | Scoop.it
Mobile data consumption will increase 18X between 2011 and 2016, according to Cisco.
Eric_Determined / Eric Silverstein's insight:

Among the 50 facts listed, I'm sure you'll find a few very interesting.

 

What is clear is that your business must have a mobile strategy.

 

Share your thoughts.

 

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Create True Customer Loyalty: 10 Rules

Create True Customer Loyalty: 10 Rules | New Customer - Passenger Experience | Scoop.it
True customer loyalty means making the relationship more important than making the sale.
Eric_Determined / Eric Silverstein's insight:

I couldn't agree more: "Customer loyalty comes from having a strong relationship with your customers."


What are your thoughts on the points listed?

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Martine Coutu's curator insight, November 14, 2013 10:52 AM

Créer un vrai relationnel pour fidéliser votre client : Astuce du jour pour le 14 novembre 2013

 

Fidéliser véritablement la clientèle signifie qu’il faut rendre la relation plus importante que la transaction.

 

Une réelle fidélisation de la clientèle passe via une relation forte avec vos clients. S’ils vous voient comme un ami et allié, ils seront réticents de sauter la clôture pour votre concurrent, même si cela signifie qu'ils peuvent obtenir le même produit ou service moins cher ailleurs. .

 

Créer ce type de relations nécessite d’adopter l’attitude et les comportements essentiels.

Vous devez créer une relation forte entre votre marque et votre client. Et pour le surprendre et augmenter sa satisfaction, il est essentiel d’aller au-delà du service. C’est reconnaître et récompenser ses clients, en leur donnant l’impression qu’ils sont privilégiés.

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10 Content Marketing Lessons From Dr. Seuss

10 Content Marketing Lessons From Dr. Seuss | New Customer - Passenger Experience | Scoop.it
Content marketing and storytelling go together like green eggs and ham, so who better to take inspiration from than Dr. Seuss, one of the world’s greatest storytellers?
Eric_Determined / Eric Silverstein's insight:

This is no joke, these 10 points will really take you places if you apply them to your #content #marketing strategy.

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Debra Walker's curator insight, November 13, 2013 2:04 PM
I love this selection of quotes & ideas. I have always counted Dr. Seuss as a business philosopher for many years & am pleased to see this article. Stories are by far and away a most excellent way to connect with your audience and who tells a tale as good and as timeless as Dr. Seuss.
Richard Baxter's curator insight, November 18, 2013 4:36 AM

Dr Seuss should be core reading for all!

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Top 10 Memorable Quotes from the CIO-CMO Forum - Should they merge!?

Top 10 Memorable Quotes from the CIO-CMO Forum - Should they merge!? | New Customer - Passenger Experience | Scoop.it
Yesterday, I attended Forrester’s inaugural CIO-CMO Forum.
Eric_Determined / Eric Silverstein's insight:

Thanks Scott, you were able to capture the key trends. 

 

In the end, It is all about the #Customer #Experience, and the need for all stakeholders within a company to work together.

 

Great insight below:

 

"Because in a world where digital experiences define the majority of touchpoints businesses now have with customers, to win and retain them, to differentiate from the competition, marketing must wield these new capabilities deftly and creatively.

In Sharyn’s opening remarks, she suggested that in this new Age of the Customer, the companies who are setting the bar are Facebook, IBM, Apple. “Customers are much more tech-savvy, complex, and empowered.” Is your marketing ready to compete at that level?

 

The digital landscape of customer experiences is evolving at a break-neck pace. A big part of the governance of marketing and technology is balancing two truths: (a) there are always new innovations we should be pushing to test and adopt; (b) we can’t do everything, so we have to make strategic choices about what to prioritize. We have to be comfortable managing this dynamic at the redline.


“We don’t know what will make a better customer experience, but we’re data-driven: we constantly test, learn, improve, refine.”

An audience member asked that CMO and CIO duo how they knew what would make a better customer experience. The CMO replied with the above quote.

 

Experimentation, innovation, iteration, agile practices… these concepts kept recurring throughout the day, from one speaker to the next. The cheaper, faster, easier it can be to prototype ideas and turn to the outside world of the customer for validation (rather than the inside world of the HiPPO), the better companies will be able to thrive in this new Age of the Customer.

Don’t guess, test."

 

Share your thoughts or experience?

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The 7 tenets of service greatness

The 7 tenets of service greatness | New Customer - Passenger Experience | Scoop.it
When I started as an SAP consultant and clients looked in desperation at the grey, confusing SAP screens, we would say "well, it doesn't look great, but it does wonders", and would actually think "...
Eric_Determined / Eric Silverstein's insight:

It's all about delivering the best #Customer #Experience, and everything starts from within your company.

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Social Media Marketing Trends for 2014 | Social Media Today

Social Media Marketing Trends for 2014 | Social Media Today | New Customer - Passenger Experience | Scoop.it
Here's my take on 5 social media marketing trends for 2014.
Eric_Determined / Eric Silverstein's insight:

Frederic addresss key opportunities and concerns:

 

"For one thing, I believe most brands now understand the impact social media can have on their business, yet many are still dealing with the challenges that come with its reality. Among some of the key concerns:

 

Generating enough content for consistent storytelling

 

Demonstrating ROI of social media initiatives

 

Allocating resources, both financial and human

 

Integrating social media interactions in a holistic CRM approach

 

Reorganizing corporate structures to deal with social media and user-generated content 

 

These are but a few examples. A recent study conducted by Adobe showed that social media marketing remains the most important marketing area of concern for the upcoming three years. So while social media now has reached a certain level of maturity beyond the phase of “the shiny new toy with bells and whistles”, where should marketers keep an eye for the upcoming year? Will Facebook still remain king of the social media hill or will there be (another) revolution that most aren’t seeing coming? Here are five social media marketing trends to look out for in 2014."

 

Share your thoughts and add comments on the trends listed.

 

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Debra Walker's curator insight, November 11, 2013 11:47 AM

Bravo to this Canadian blogger (first clue was referring to "American Thanksgiving".  Only us Canadians do that...) for identifying SM trends for 2014 that are spot on from my perspective.  From declines in FB "engagement" to increases in Twitter, to the expansion go Google+, ... Looking forward to all that 2014 brings... Such exciting times we are in.

Eric_Determined / Eric Silverstein's comment, November 11, 2013 9:17 PM
Thanks Jean-Marie and Debra for your additional input, 2014 will certainly be exciting!
Eric_Determined / Eric Silverstein's comment, February 22, 2014 6:00 PM
Hi Julia, thanks for sharing Igor Shoifot's approach.
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The 10 Commandments of Content Marketing - Jeffbullas's Blog

The 10 Commandments of Content Marketing - Jeffbullas's Blog | New Customer - Passenger Experience | Scoop.it
Content is the foundation and cornerstone of the knowledge web that is driven by search and social networks. Here are the 10 Commandments of content marketing
Eric_Determined / Eric Silverstein's insight:

Jeff promotes the key areas of content marketing with a clear understanding of the steps to undertake.

 

This builds the right #CustExp.

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optionsciencepo's curator insight, November 8, 2013 9:38 AM

Raphael Pierre société

GregoryBurrus's curator insight, November 10, 2013 4:15 PM

Nothing like great solid content marketing knowledge...

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Be Like Bezos: 5 Lessons From A Business Icon

Be Like Bezos: 5 Lessons From A Business Icon | New Customer - Passenger Experience | Scoop.it
Jeff Bezos took Amazon from sales of $7,000 to $1 billion a week. A new biography, The Everything Store, shines a spotlight on his incredible accomplishments.
Eric_Determined / Eric Silverstein's insight:

It's always valuable to learn from success stories.

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San Diego @Padres Loyalty Program Aims Toward Year-Round Customer Engagement

San Diego @Padres Loyalty Program Aims Toward Year-Round Customer Engagement | New Customer - Passenger Experience | Scoop.it
Mike Hele, Manager, Membership Programs for the San Diego Padres, told Loyalty 360 that the team’s relatively new loyalty membership program known simply as “Padres Membership” pays homage to a traditional golf club “membership” since that...
Eric_Determined / Eric Silverstein's insight:

San Diego Padres Baseball team not only looked at how other sports teams across America built their loyalty programs, they went beyond and found great results out of Europe!

 

They learned that a seasonal sport can engage fans year round. They also focused on the right value for the different levels of membership, which yielded great results for full season ticket holders.

 

Their offering goes beyond just the sport itself, they are focused on their customers, their interest, and likes.

 

What are your thoughts on the Padres loyalty program, and how does it compare to your local team?

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The Future of Customer Experience & Service: 20 Expert Predictions for 2014 & Beyond

The Future of Customer Experience & Service: 20 Expert Predictions for 2014 & Beyond | New Customer - Passenger Experience | Scoop.it

Consumer preferences and expectations are changing and growing just as quickly as advancements in technology, encouraging (if not demanding) that brands embrace a strategy of non-stop adaptation to the next generation and the next big thing.

 

Here are 20 expert predictions affecting the near future of customer service and the customer experience, with the first originally made in 2012, already realized:




Via Russ Merz, Ph.D.
Eric_Determined / Eric Silverstein's insight:

Thanks Russ for sharing this article.

 

One of the interesting stat:

 

By 2020, customer experience will overtake price and product as the key brand differentiator. ~ Customers 2020 Report

 

Would you agree with this prediction?

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Adrian Porter's curator insight, November 18, 2013 10:25 AM

Constant digital evolution a theme running through these pieces, which is one we have been espousing a lot recently, and will be more in future

Adrian Porter's curator insight, November 18, 2013 10:26 AM

Constant digital evolution is the theme of these, which is one we have been espousing a lot recently and will be doing so more in future

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How @SUBWAY & @TheHungerGames are catching "fire" using all Marketing tools!

How @SUBWAY & @TheHungerGames are catching "fire" using all Marketing tools! | New Customer - Passenger Experience | Scoop.it
Movie Trailers Help Drive Social Heat For Subway - 11/14/2013
Eric_Determined / Eric Silverstein's insight:

This campaign between @LionsGateMovies, Subway, @Walmart, Feeding America, Christina Aguilera @xtina and others is  refreshing and engaging for fans and customers.

 

This is a well thought-out campaign with relevant brands, offering a positive #customer #experience. 

 

What are your thoughts?

 

Any additional ideas for the next Hunger Games releases in 2014 and 2015 :)

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In Amazon and Walmart’s Battle for Dominance, Who Loses Out? - Knowledge@Wharton

In Amazon and Walmart’s Battle for Dominance, Who Loses Out? - Knowledge@Wharton | New Customer - Passenger Experience | Scoop.it
Amazon and Walmart are pulling out all the stops to satisfy consumers’ thirst for instant gratification -- while changing the game for the entire retail field.
Eric_Determined / Eric Silverstein's insight:

There is a lot to learn from the two Giants, especially as @Google is also looking to play a role.

 

Great insight from the team at Wharton:

 

Barbara E. Kahn, director of Wharton’s Jay H. Baker Retailing Center, says that to focus on the Amazon-Walmart turf war is to miss what’s really going on now. “Think bigger — much bigger,” she notes, citing Google Shopping Express, a delivery program launched in limited markets in which the search engine partners with Target, Office Depot, Walgreens and other retailers to give member customers same-day delivery of orders. “Why is Google in this space when their revenue model is built on advertising? Why is their area now delivery?” Kahn asks. “Because Google makes its ad dollars through searches, and if you are shopping on Amazon and you are not searching for that item through Google, then Google is losing the search, and that is where the revenue is. These worlds are blurring.”

 

For the entire sector, Stephens describes what is playing out now as nothing short of epochal. “We are coming off this 50- to 60-year period where if your business had a relatively good product and a decent location, good prices and not a bad marketing program, you could make money,” he notes. “You controlled the path of purchase, and the customer didn’t have an alternative. Clearly we are not in that world anymore. Customers have a wealth of options in their pocket. And I think we are going to continue to see fallout…. With every move of Walmart or Amazon going into a different category, you are going to continue to see damage.”

 

It comes down to #Customer #Experience, making sure you have a clear understanding of your customer journey, and deliver at every touchpoint.

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Lessons from @Uber And @Airbnb

Lessons from @Uber And @Airbnb | New Customer - Passenger Experience | Scoop.it
I recently heard my all-time favorite excuse for why you can’t disrupt yourself. It was in a session with 40 senior IT leaders of a Fortune 500 company including the CIO.
Eric_Determined / Eric Silverstein's insight:

James provides not only examples of the current issues at hand, but the opportunites that businesses and governments can capitalize on.

 

The key is the positive #Customer #Experience you gain in return which translate to higher revenues too!

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The Awesome Ways Big Data Is Used Today To Change Our World

The Awesome Ways Big Data Is Used Today To Change Our World | New Customer - Passenger Experience | Scoop.it
The term ‘Big Data’ is as massive in management and technology as Justin Bieber and Miley Cyrus are in music. Like with other mega buzzwords, many say big data is all talk and no action. This couldn
Eric_Determined / Eric Silverstein's insight:

Bernard touches on key developments around #Data, but I think your feedback is what we are really interested in.


Do you see an improvement in your overall #Customer #Experience due to data?


What do you think?

Do you agree or disagree with this data revolution?

Are you excited or apprehensive?

Can you think of other areas where big data is used?

Please share your views and comments.

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How Are Retailers Using Mobile in the Changing Path to Purchase?

How Are Retailers Using Mobile in the Changing Path to Purchase? | New Customer - Passenger Experience | Scoop.it
The digital evolution has changed the purchase path from direct to complex. While retail marketers are adapting to shifting consumer buying trends, the broad model of the sales funnel is still useful—helping them navigate the mobile world.
Eric_Determined / Eric Silverstein's insight:

It's important to understand your #customer #journey and the role #mobile will have for your brand:

 

"At the top of the funnel, advertisers want to introduce—or reintroduce—themselves to consumers, and a bit further down, engage them and build a long-term relationship. Smartphones have unique abilities to make these introductions and build relationships.

 

A May 2013 Chief Marketer study found that among marketers, the primary goal of mobile apps was building frequency of interactions and engagement with a brand. Some retailers use ads to introduce apps to prospective customers; others use ads to convince existing customers to deepen their relationship.

 

In a June 2013 survey conducted by JiWire, just 14% of shoppers preferred to research in-store, with the rest using laptops and mobile devices. Just further down the funnel, at the actual point of purchase, 45% preferred buying retail products in-store. Indeed, people are using their devices to mostly research, not buy products."


Do you see this trend continuing or changing over time?

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Four Steps to Customer Experience Maturity | UX Magazine

Four Steps to Customer Experience Maturity | UX Magazine | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Companies are starting to understand the importance of #customer #experience, and how it can help them differentiate themselves from their competitors.

 

Megan provides 4 steps following the results of their @Forrester research:

 

Repair

 

Elevate

 

Optimize

 

Differentiate

 

Add your thoughts on the steps listed.

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Four Reasons Marketers Should Focus on Brand Advocacy

Four Reasons Marketers Should Focus on Brand Advocacy | New Customer - Passenger Experience | Scoop.it
Marketing channels have gone through two major phases and are now entering a third one: advocacy. Here's what marketers need to keep in mind about it.
Eric_Determined / Eric Silverstein's insight:

Richard shows how Marketing channels have evolved, and the importance of Advocacy:

 

Consumers trust other consumers. 

 

The advocate channel, once built, has a powerful voice.

 

Advocates extend your salesforce.


There are now systems to help you track and manage advocate activity.

 

Is your company using all tools and channels today?

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John Piesse's curator insight, November 12, 2013 8:15 PM

"Consumers trust other consumers. 

 

The advocate channel, once built, has a powerful voice.

 

Advocates extend your salesforce."

 
Sorieba Daffae's curator insight, November 14, 2013 6:20 AM
Food for thought...
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What do customers really want? The top five most important things revealed | CustomerThink

What do customers really want? The top five most important things revealed | CustomerThink | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

Ian's research asks the key questions all organizations should address:

 

Are you good value for money?


Do you deliver ‘great’ customer service?


Are you reliable?


Are you easy to do business with? 


how does your own organisation measure up?


All these deliverable impact your overall #Customer #Experience, which in return impact your bottomline.

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Martine Coutu's curator insight, November 11, 2013 12:04 PM

Offrez-vous de la valeur? Un service à la clientèle hors pair? Votre parole est d'or? Tout dans les règles de l'art? Est-ce facile de faire affaire avec vous?

Eric_Determined / Eric Silverstein's comment, November 11, 2013 9:22 PM
Thanks Vimal and Martine for your input and comments. This article just validates some of the big points which businesses need to address.
Dr Gutierrez's curator insight, November 16, 2013 1:17 PM

 

Educational consumers expect the same.

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Why Doesn't My Airline Understand Me?

Why Doesn't My Airline Understand Me? | New Customer - Passenger Experience | Scoop.it
While planning a recent trip to Rome, I couldn’t help but notice the lack of support I received (or rather failed to) from my airline. It struck me - not o

Via Vimal Rai
Eric_Determined / Eric Silverstein's insight:

While this may be a sponsored article, nevertheless there is a lesson to be learned.

 

Many businesses are given the unique opportunity to go the extra mile, if they do so correctly, financial rewards should follow!

 

Share your story?

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Vimal Rai's curator insight, November 7, 2013 12:22 AM

Made me laugh and cringe at the same  time. Laugh because we have read all this before, yet we wait for airlines to deliver. Cringe because - as an ex-airline guy - I can well imagine how many hoops airlines have to jump through (tehnology being just 1 of them) in order to do something like this. Fact is - many of them still function "vertically" (marketing, IT, airport services, etc.) as opposed to putting the customer front and centre and organising themselves around this.