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What are the 5 #Customer #Experience Trends of 2013

What are the 5 #Customer #Experience Trends of 2013 | Une nouvelle société | Scoop.it
Customer experience management has never been more comprehensive or sophisticated. And that's a good thing because customers have never been more demanding, connected or empowered — realities that became exceptionally clear this year.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, December 21, 2013 8:32 PM

Noreen engaged key companies and #data, to sum it up well:


Customers are mobile, app-driven, impatient and eager for new experiences, online and off. They incessantly talk, tweet, email and video chat — in other words, share their experiences. So how can companies refine their customer experiences, differentiate themselves and take their CX to the next level? 

Technology is key, of course. Without it, Adobe's Stark said, "it's like showing up at a horse race riding a rat. It doesn't matter if you have a great jockey. He won't win because he's riding a rat." 

But don't get so caught up in the technology that it overshadows the connection you're trying to create with your customers. As we move into 2014 and beyond, the use of big data will grow exponentially. Through a combination of novel embedded systems and mobile technology, businesses have vast arrays of new sources of data about their customers. Add in text mining of comments made on everything from social media to contact center interactions, and you'll begin to understand the potential of this data-driven future. But slow down.

Listening to the data is important … but so is experience and intuition. Trendwatching.com, a global trend research company, stressed that customers have limits to the amount of data they are willing to give up. "The challenge for businesses will be finding a balance between the very real benefits of data collection and utilization (recommendations, cross-selling, personalization, enhanced ad revenue and more), and earning the trust of increasingly hacked off consumers," the company noted.

In the end, CX is not about data or technology. It's about people … demanding, opinionated, powerful people with the ability to make and break brands."


What are your thoughts on the key trends highlighted?

celineonline's curator insight, December 23, 2013 9:09 AM

L'expérience client au centre de toute approche

4twenty2's curator insight, January 2, 2014 7:39 AM

Customer Experience will continue being the buzz for 2014.  Making the bond between customers and retailers will become ever more important.  Loyal customers that are advocates for their chosen brand are what we are all looking for this year!

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#Customer #Experience Super Powers

#Customer #Experience Super Powers | Une nouvelle société | Scoop.it
These customer experience super powers can be had by anyone with a desire to fight against bad customer service and it's evil minions.

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Eric_Determined / Eric Silverstein's curator insight, December 22, 2013 3:19 PM

The fundamentals remain the same, regardless when it was first published. 


Of course technology and #data are providing further tools today, but what other customer experience super powers do you wish you could have?

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Generation Now: #customer expects instant results

Generation Now: #customer expects instant results | Une nouvelle société | Scoop.it
With so much going on and so much to keep up with, focusing on the "now" has become an essential strategy for consumers and marketers.

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veronique aboghe's curator insight, January 2, 2014 9:14 PM

Instant results ? Rather instant gratification that is now or never.Remember ? We began 10 years ago by skipping all those slow website land pages.No time to wait for customers and big time to rush and anticipate by being proactive for companies.Thoughtful brands  with empathy will be customers best friends.

julioptr's curator insight, January 3, 2014 3:54 AM

Los servicios, los productos, las incidencias, las rectificaciones, las devoluciones… ahora mismo, aquí, ahora: el nuevo consumidor

Francissen Textwriting En Uebersetzung's curator insight, January 4, 2014 4:09 AM

The price for the service  as delivered?

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Jean Viard "La France Dans Le Monde qui Vient" (Éd. de l'Aube)

PAROLES D'AUTEURS Pour Jean Viard, au-delà de la crise qui nous déstabilise, jamais la société n'a changé aussi vite. Mais pour le comprendre, il faut analys...
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« Tu connais l'ESS ? » : une vidéo-découverte pour les jeunes

Un dessin animé pour sensibiliser les jeunes à l'ESS (Économie Sociale et Solidaire) Un langage simple et dynamique, un message clair : découvrir les nombreu...
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Lessons in #Customer #Experience

Lessons in #Customer #Experience | Une nouvelle société | Scoop.it
You have to love the bar, restaurant, and hospitality industries. While we believe that every business benefits from giving customers a

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Eric_Determined / Eric Silverstein's curator insight, December 20, 2013 2:47 AM

Jon Taffer shows why it's all about the #Customer Reaction.


He has four rules for making the best decisions when it comes to managing customer reactions:

  1. Everything we do is part of a process, never a result.
  2. Every business process, step, or communication must create a positive customer reaction each and every time.
  3. That reaction is the product.
  4. Any business, no matter what it is, lives or dies by the customer reactions it creates.
He provides in-depth analysis, share your thoughts.
DON's curator insight, December 23, 2013 7:46 AM

My insight

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#Customer #Experience Is More Important Than #Advertising - #Infographic

#Customer #Experience Is More Important Than #Advertising - #Infographic | Une nouvelle société | Scoop.it

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Eric_Determined / Eric Silverstein's curator insight, December 30, 2013 1:04 AM

@Flavmartins article with #Infographic by @Zendesk is clear:


"Word of mouth carries a big, heavy stick when it comes to the reputation of your business products and services. Facebook, Twitter, Yelp, and other social media and reviews sites help to amplify to voice of the customer. With the power that a single bad customer service experience can have at creating future business opportunities, it’s critical that you focus on investing in the overall #customer #experience!"


Share your thoughts on the #Data provided within the infographic?



Roberto Nocera's curator insight, January 1, 2014 3:30 PM

Infographic - the importance of Customer Experience

Lori Xavier's curator insight, January 5, 2014 5:09 PM

or where the customer is queen...

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Building #Customer Relationships in 4 Steps

Building #Customer Relationships in 4 Steps | Une nouvelle société | Scoop.it
In order to set up and manage your relationships with individual customers, you have to accomplish four basic things:
Identify customers individually.

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Eric_Determined / Eric Silverstein's curator insight, January 5, 2014 3:52 AM

The customer experience involves internal steps through customer insight/data gathering, which then requires operational commitment and training in order to properly engage with your customers. 


Share your experience on how those 4 steps have been implemented at your company?


Which brand experience you were most impressed with in 2013?



Debra Walker's curator insight, January 6, 2014 3:11 PM

I love that these concepts can also apply to those who are working with internal customers as well.  Often times I see that there is more of an effort to practice these 4 steps externally without recognizing that a "captive" internal audience deserves the same consideration and care.

Paris Stephane's curator insight, January 6, 2014 3:23 PM

Important dans une démarche Customer centric

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Près d'un Français sur deux adepte de la consommation ... - Le Monde

Près d'un Français sur deux adepte de la consommation ... - Le Monde | Une nouvelle société | Scoop.it
Le Monde
Près d'un Français sur deux adepte de la consommation ...
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