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New Customer - Passenger Experience
Everyone are now focused on the customer experience to drive more brand loyalty, in return increase revenues, while streamlining cost structures. All topics are discussed and considered, #Management / #Leadership, #Customer #Journey, #Social #Media, #Content #Marketing, #Mobile, #Data and many more as they all impact a customer / passenger #experience. Get ready to navigate the next business and social trends that will impact everyone's bottom line. If you want to engage further, reach out via all my social networks, starting with Twitter: @Eric_Determined - Latest venture www.snapcious.com - mobile social engagement
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Travel retailing in 2023 – a brief look into the future

Travel retailing in 2023 – a brief look into the future | New Customer - Passenger Experience | Scoop.it
We love a bit of crystal ball-gazing at Tnooz, having produced our annual New Year Predictions list each year since the company started in September 2009.
Eric_Determined / Eric Silverstein's insight:

The #consumer should certainly see a lot of positive changes which will make their overall #travel #experience easier and more rewarding.

 

Some great insights from @Tnooz and @OpenJawTech, let's start the jouney to 2023...

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SAP's Purchasing Power Play

SAP's Purchasing Power Play | New Customer - Passenger Experience | Scoop.it
SAP’s announcement that it had bought Hybris, an e-commerce software company, comes after the Salesforce purchase of ExactTarget.
Eric_Determined / Eric Silverstein's insight:

It's exciting to see the pace at which companies are making strategic plays in order to remain on top. 

 

It's also a reality of the #experience #economy we live in today, with fast technological advancements that require a continous strategic play, in order to aim for the holy grail of a true #one-stop-shop for businesses. 

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Show these mobile usage stats to any travel executive resisting change

Show these mobile usage stats to any travel executive resisting change | New Customer - Passenger Experience | Scoop.it
Check out these half-dozen noteworthy statistics about mobile adoption, with data from Expedia, IHG, Hotels.com, Yelp, and Google.
Eric_Determined / Eric Silverstein's insight:

Having core data from the likes of Hotels.com and Expedia highlight the importance of connecting with your customer at every touchpoint possible.

 

Mobile is playing a key role in the overall success. 

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12 Disruptive Technologies You Need to Know About

12 Disruptive Technologies You Need to Know About | New Customer - Passenger Experience | Scoop.it
Collectively and over the long term, these technologies could account for trillions of dollars of economic impact. That's why you need to watch them now.
Eric_Determined / Eric Silverstein's insight:

Key areas of growth for all companies to consider

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SITA partners with Changi Airport for state-of-the-art innovation

SITA partners with Changi Airport for state-of-the-art innovation | New Customer - Passenger Experience | Scoop.it
SITA’s partnership for innovation with Changi Airport was an exciting development on Asia Pacific’s air transport landscape.
Eric_Determined / Eric Silverstein's insight:

It's clear that Airports need to innovate, and partnerships will play a critical role to success:


Gutlin said: “Information Technology actually represents around 4% of airport revenues – a fairly negligible amount – but its impact on the other 96% is strategic, because the effect of IT on air travel passengers, on their baggage, on operations overall is incredible. And as a passenger you can see the difference between airports that are IT savvy and those that aren’t.”


Airports understand they need to continuously work on enhancing their #customer #experiences, not only for the end user, but their airline partners and vendors. IT will play a critical role to their overall success.

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Conversion Attribution in Cross-Channel Marketing: Giving Credit Where Credit is Due

Conversion Attribution in Cross-Channel Marketing: Giving Credit Where Credit is Due | New Customer - Passenger Experience | Scoop.it
ADOTAS – We roll our eyes and leave the room when the Grammy Award-winning rapper spends his 90 seconds of [...]
Eric_Determined / Eric Silverstein's insight:

A well presented approach, highlighting the importance to define the #customer #journey.


"Using first- and third-party data to link users across the marketing flow and advanced data platforms that improve with each passing month are the high-level antidotes that we need to take to attack this beast."


You do have to acknowledge the multiple approaches that were taken that lead to a successful campaign. I like the analogy to @50cent

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Tips for Improving the B2B E-Commerce Experience

Tips for Improving the B2B E-Commerce Experience | New Customer - Passenger Experience | Scoop.it
General Management - If you're like most B2B sellers, you've seen the features and functions available in the consumer e-commerce marketplace and realized that your company's website is woefully inadequate for delivering similar ...
Eric_Determined / Eric Silverstein's insight:

@MarketingProfs highlights a key factor:

 

By incorporating targeted #B2C features and functions into #B2B #e-commerce platforms, brands benefit from their customers' familiarity with common online buying tools as well as the significant improvements those features bring to the #customer #experience.


Everyone are influenced by their personal / consumer experiences, therefore there are key opportunities on the B2B side too.

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Mobile app monetization: Think business model, not ads

Mobile app monetization: Think business model, not ads | New Customer - Passenger Experience | Scoop.it
Here's what it takes to actually make money from your apps.
Eric_Determined / Eric Silverstein's insight:

With the growth of Mobile and many consumers being targeted, a careful monetization strategy is key to success.

 

Oliver is right on point with: 

 

Monetization should not be an afterthought for developers. Business models should be considered first, and then developers should create or integrate technology that will enable the business model to be successful. 


As part of that strategy, don't negatively impact your #customer #experience, as they will quickly move to your competitors if they offer a better engagement!

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Picture Perfect - How Mobile Has Changed the Way We Capture Moments [Infographic]

Picture Perfect - How Mobile Has Changed the Way We Capture Moments [Infographic] | New Customer - Passenger Experience | Scoop.it
The types of moments we capture on camera have shifted dramatically with the increase in mobile technology and social media platforms.

In fact, the

Via AlexaSocialMedia - Social Media & Community Management
Eric_Determined / Eric Silverstein's insight:

These numbers clearly show why there are many great Apps and many others still being developped to cater to this growing audience

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The Transit App Nabs 35K Downloads In 72 Hours, Blows Past Google Maps In Canadian App Store After Going Free | TechCrunch

The Transit App Nabs 35K Downloads In 72 Hours, Blows Past Google Maps In Canadian App Store After Going Free | TechCrunch | New Customer - Passenger Experience | Scoop.it
The Transit App, the app that provides real-time transit information on iOS, enjoyed a boost back when Apple cut transit out of its own Maps app during the switch from Google to its own in-house navigation and mapping service.
Eric_Determined / Eric Silverstein's insight:

It's great to see businesses that understand when there is a gap of service, position themselves, then make the necessary adjustments to increase their exposure.

 

Another example of a positive customer experience

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Customer journey management is the future of customer experiences | SmartBlogs

Customer journey management is the future of customer experiences | SmartBlogs | New Customer - Passenger Experience | Scoop.it
The future of business starts with defining the desired customer experience that people have when they think of your brand and when they use your product.
Eric_Determined / Eric Silverstein's insight:

@Briansolis understands what matters. As he points out in his article:


"As customers become more connected, they become more informed. As customers become more informed, research indicates that they become to a greater extent empowered. As a result, your customers become increasingly demanding. All of this plays out of course across a myriad of devices, screens and networks where the touchpoints you invest in may or may not map to the behaviors and expectations of digital decision-making. The solution is partly tied to technology. Resolution, though, lies within the understanding the evolution of human behavior and the connected customer mindset."


The key is to set the right strategy and make sure that you deliver across all platform a consistent experience.

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10 Start-ups Designing the Future of Advertising

10 Start-ups Designing the Future of Advertising | New Customer - Passenger Experience | Scoop.it
An Irish newspaper is moonlighting as a start-up incubator. Check out the small companies it's trying to nurture.
Eric_Determined / Eric Silverstein's insight:

As you review the variety of companies participating in this competition, they all embrace and focus on enhancing their #customer #experience.

 

Some great concepts with clear revenue generators if their core customers engage.

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Passing 50M monthly users, Aviary announces its first international expansion to Tokyo slated for June

Passing 50M monthly users, Aviary announces its first international expansion to Tokyo slated for June | New Customer - Passenger Experience | Scoop.it
Photo-editing service Aviary announced today that it has passed 50 million monthly active users, a 100 percent growth in the past six months. With all of its success, the company also ...
Eric_Determined / Eric Silverstein's insight:

@Aviary understood they needed to strike the right balance with their Partner Apps to reach critical mass.

 

It's all about creating the right #customer #experience, and there is no better way than to share edited photos within your social circles.

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Why Google Needs Shopping to Save Search | Wired Business | Wired.com

Why Google Needs Shopping to Save Search | Wired Business | Wired.com | New Customer - Passenger Experience | Scoop.it
Google is the best at a lot of things, but so far shopping is not one of them.
Eric_Determined / Eric Silverstein's insight:

@Amazon understands it's about #customer #experience and understanding the #journey. 

 

@Google is making adjustments in order to gain further traction in #e-commerce

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At the BMA: Real-time marketing takes center stage | B2B Management
| BtoB Magazine

At the BMA: Real-time marketing takes center stage | B2B Management<br/> | BtoB Magazine | New Customer - Passenger Experience | Scoop.it
BtoB Magazine is the publication for b2b marketing strategists.
Eric_Determined / Eric Silverstein's insight:

The focus is on business at hand, while planning and anticipating the next business trends.

 

In this case, it's about what you can do immediately, and #Real-Time marketing is having a major impact for those companies that have the right infrastructure and strategy to act. 

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Smartphone ownership reaches critical mass in the U.S.

Smartphone ownership reaches critical mass in the U.S. | New Customer - Passenger Experience | Scoop.it
For the first time ever, more than half of the U.S. population now owns a smartphone. And people are choosing Android devices and iPhones almost equally. Read this article by Dara Kerr on CNET News.
Eric_Determined / Eric Silverstein's insight:

With #mobile #technology being a key focus for businesses to enhance their #customer #experiences, it's important to understand how fast the marketplace is evolving. 

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The In-flight passenger experience technological revolution – Part one

The In-flight passenger experience technological revolution – Part one | New Customer - Passenger Experience | Scoop.it
New technologies transforming passenger experience in the air; digital seat design, cabin crew customer service with tablets, and baggage tracking apps.
Eric_Determined / Eric Silverstein's insight:

Airlines are focused on their passenger experience, and their latest innovations reflect some of the work they are currently engaged in.

 

Several early examples are discussed here, but you should anticipate a lot more to follow...

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Game of Phones: Ruling Brand Engagement in Social and Mobile Games

Game of Phones: Ruling Brand Engagement in Social and Mobile Games | New Customer - Passenger Experience | Scoop.it
ADOTAS — In a programmatic world plagued with banner blindness, annoyance, click fraud and viewability issues, in-game advertising is emerging [...]
Eric_Determined / Eric Silverstein's insight:

Clear numbers that show how far brands can go to engage their #customers, build a rewarding customer #experience that will drive sales.

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Study: Global Media Industry Poised to Top $2 Trillion in 2016

Study: Global Media Industry Poised to Top $2 Trillion in 2016 | New Customer - Passenger Experience | Scoop.it
Services like Netflix and Hulu will help keep the U.S. as the biggest entertainment market in the world for the foreseeable future, says PricewaterhouseCoopers.
Eric_Determined / Eric Silverstein's insight:

Within the #Media outlook, are key stats on how #mobile growth is playing an increasing role, especially in developing markets:


"Fueling growth worldwide is “the democratization of content,” in part due to the proliferation of smart mobile devices, says Mary Shelton Rose, U.S. entertainment and media content advisory leader for @PwC_LLP. While mobile-Internet subscription penetration in mature markets was at 24 percent in 2008, it has surged to 60 percent in 2013 and will be at 83 percent by 2017. In developing markets, mobile-Internet subscription penetration ranged from 5 to 7 percent in 2008, but will grow to 52 to 54 percent by 2017."

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How B2B Content Impacts Buying Decisions [Infographic]

How B2B Content Impacts Buying Decisions [Infographic] | New Customer - Passenger Experience | Scoop.it
Content - Some 87% of B2B buyers say online content has a major or moderate impact on vendor preference and selection, according to a recent report by the CMO Council.
Eric_Determined / Eric Silverstein's insight:

In this #BigData era, #B2B too are seeking content and information that will help them yield greater results.

 

There are no big surprises within these stats, but it will be interesting to see whether e-mail will remain the most prominent method to share content over time...

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Why startups should embrace intrapreneurship

Why startups should embrace intrapreneurship | New Customer - Passenger Experience | Scoop.it
For startups, the idea of devoting time to such projects might feel like a distraction; but if done right, these small, scrappy efforts can offer big rewards.
Eric_Determined / Eric Silverstein's insight:

I think this not only applies to startup, but great examples of success are shown: @Zappos @Zimride

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People Actually Use QR Codes (In China) | TechCrunch

People Actually Use QR Codes (In China) | TechCrunch | New Customer - Passenger Experience | Scoop.it
TechCrunch is a leading technology media property, dedicated to obsessively profiling startups, reviewing new Internet products, and breaking tech news.
Eric_Determined / Eric Silverstein's insight:

In key growth markets mobile is their main source of internet access, so here is a clear example in China.

 

The possibilities are endless, and some examples provided are interesting...

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Mobile Websites vs. Mobile Apps: Which Is Better For Your Business?

Mobile Websites vs. Mobile Apps: Which Is Better For Your Business? | New Customer - Passenger Experience | Scoop.it
ADOTAS – One of the biggest debates in the world of mobile marketing revolves around the choice between mobile websites [...]
Eric_Determined / Eric Silverstein's insight:

Website and App are critical tools to a customer's overall experience. Good points raised showing the unique attributes of each.

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Wrapp aims to help brands build loyalty via new app feature - Applications - Mobile Commerce Daily

Wrapp aims to help brands build loyalty via new app feature - Applications - Mobile Commerce Daily | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

@Wrapp understands adjustments are necessary for their long term financial viability.

 

By partnering with their brands, offering incentives for their customers to upgrade, and ultimately finding a key position to generate additional revenues.

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If You Bought An 'iWatch' From Apple, You'd Check it ~95 Times Per Day (And That's Why Apple Is Going To Make A Boatload

If You Bought An 'iWatch' From Apple, You'd Check it ~95 Times Per Day (And That's Why Apple Is Going To Make A Boatload | New Customer - Passenger Experience | Scoop.it

If You Bought An 'iWatch' From Apple, You'd Check it ~95 Times Per Day (And That's Why Apple Is Going To Make A Boatload)

Read more: http://www.businessinsider.com/apples-iwatch-will-be-a-huge-hit-2013-5#ixzz2UtecYpNt

Eric_Determined / Eric Silverstein's insight:

Unfortunately you'll need to click through the ad, but the graph that follows is worth a look!

 

http://www.businessinsider.com/apples-iwatch-will-be-a-huge-hit-2013-5#ixzz2UtecYpNt

 

The important element of an #iWatch concept is not that it would replace your smartphone, but that it would complement it. As a result, you are looking to enhance your overall #customer #experience with such device.

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