Expertiential Design
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Expertiential Design
The art of designing engaging and meaningful user experiences for customer development.
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The Customer Gap - Future Of Customer Interactions

Marketing is moving from a market creation tool to a customer interface tool. This means: Taking ownership of the customer in the company and implementing this…

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Eric_Determined / Eric Silverstein's curator insight, July 3, 4:31 PM

Lessons from brands such as BMW, 7-Eleven and others, remind everyone the importance of engaging your customers, in order to keep pace with not only their interest and desires, but also what is impacting them in their lives, new technologies, etc...


Share your experience of a brand that has evolved, creates engaging experiences, then share one that has failed you over time.

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The New DNA Of Customer Experience Value

The New DNA Of Customer Experience Value

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Eric_Determined / Eric Silverstein's curator insight, April 27, 10:12 PM

Share your thoughts on this new DNA of #Customer #Experience Value


Developed by @CXGAsia

Nina Lappalainen's curator insight, April 29, 1:04 AM

The New DNA Of Customer Experience Value

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Why Simplicity May Be the Secret to #Brand Success

Why Simplicity May Be the Secret to #Brand Success | Expertiential Design | Scoop.it
We live in an era of boundless choices, rapid innovation, and all-important peer recommendations.

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Eric_Determined / Eric Silverstein's curator insight, March 31, 2:49 AM

As Richard Branson said: "Complexity is your enemy! Any fool can make something complicated. It is hard to make something simple".


As #Mobile becomes the most personal channel for many of your customers, and Margaret highlights the importance of peer recommendations, how are you making it easier for your customers to #engage?

Patrick Findlay's curator insight, March 31, 4:15 AM

Keep it simple, that's the name of the game.

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How Agile is your business?

How Agile is your business? | Expertiential Design | Scoop.it
Marketers Don’t Create Customer Journeys…Customers Do

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Eric_Determined / Eric Silverstein's curator insight, March 11, 1:41 AM

"#Marketers Don't Create #Customer #Journeys ... Customer Do"


For businesses to succeed today you need to align your brand promise to what your customers expect and wish.


One thing we can be assured in life is Change!


How agile is your business?


Sanjay @Marketo highlights the #1 skill/solution CMOs are seeking in 2015: #Digital #Engagement.


I would elevate it to Digital & #Social Engagement, do you agree?


Your business will grow by strengthening your #loyal #community. Their social reach and #influence will have a direct impact to your bottomline.


Share your thoughts?

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The New #Brand Building in the Era of #Engagement

The New #Brand Building in the Era of #Engagement | Expertiential Design | Scoop.it
At our core, marketers are storytellers. We love to tell stories that evoke emotion and pull at heartstrings. As I have shared my vision of the next era of marketing, I’ve talked about how marketing is changing. But, in this post let’s start with how it’s not changing when it comes to building a brand. Then, we can turn to how we, as marketers, will need to change to build our brands in the next era of marketing.

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Eric_Determined / Eric Silverstein's curator insight, March 5, 12:52 AM

"Customers are now the keepers of our brand in this new digital world, and we need to build it with them"


What are your thoughts on @Marketo 's question: "Has the rise in digital technology changed the stories marketers tell and the way we tell them?"


My thoughts "The story gets told through the eyes of your customers. What brands need to do is simplify the current tool sets to make it easier for your customers to share their stories while engaging with your brand, then reward their engagement"


The basis for @SNAPCIOUS - inserting a mobile social engagement platform on brands existing mobile apps to enable customers to stay engaged directly with the brand, while rewarding their social share.

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10 #Customer #Experience Quotes To Improve #Engagement

10 #Customer #Experience Quotes To Improve #Engagement | Expertiential Design | Scoop.it
"Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves." Apple’s mission through the very words of its mastermind Steve Jobs. Some of the most successful companies have one thing in common – they offer an amazing customer experience. If you’re working on improving your strategy, get inspired by these eye-opening customer experience quotes, to help you foster client engagement.What Steve Jobs is teaching us is that the

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Bharat Employment's curator insight, February 12, 11:45 PM

http://www.bharatemployment.com/

sharon lewis's curator insight, February 15, 1:20 PM

Some quotes not before seen, all reinforcing the message of "the customer rules!"

Enjoy

Arielle Monnerot-Dumaine's curator insight, February 16, 12:30 PM

Difficile de choisir ! Et vous ?

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How #Mobile & #Loyalty Programs reward #customer #experience

How #Mobile & #Loyalty Programs reward #customer #experience | Expertiential Design | Scoop.it
Small businesses can now target specific customers, influence their behavior and keep track of the results, while offering better rewards.

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Eric_Determined / Eric Silverstein's curator insight, January 30, 6:07 AM

With every business focused on #mobile #engagement, don't forget the emotional  connection:


“All organisms, in different ways, are drawn to goals,” said Oleg Urminsky, who teaches marketing research at the University of Chicago Booth School of Business. “The closer we are to achieving our goals, the more motivated we are to keep doing something. As mice on a runway get closer to a food pellet, they run faster.” Similarly, he said, “as people get closer to having a completed card, the time between visits gets smaller.”


Being able to reward the engagement while making it easy for your customers to do everything via mobile, that's a good way to build #loyalty with your brand, do you agree?


Which loyalty program do you currently use most via mobile?


Do you prefer doing business with a brand that has a well established loyalty program, or can do without? 

Bharat Employment's curator insight, January 30, 11:18 PM

www.bharatemployment.com

Sadel Ekmeiro's curator insight, February 2, 1:46 PM

Which loyalty program do you currently use most via mobile?

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The #Customer #Experience Lessons @Ford

The #Customer #Experience Lessons @Ford | Expertiential Design | Scoop.it
Ford Motor Company took home a silver award in the Customer-Centric Culture category at the inaugural Loyalty360 CX Awards unveiled at the 4th Annual Loyalty360 Engagement & Experience Expo this week in Dallas, TX.
Andrew Ashman, Lincoln Client Experience Manager, Ford Motor Company sat down with Loyalty360 to discuss his company’s fervent push toward a comprehensive customer-centric culture.

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Michael Allenberg's insight:

This says it all!

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Eric_Determined / Eric Silverstein's curator insight, November 14, 2014 3:20 AM

It's great to see a large company like @Ford understanding the importance to adapt the business and respond to the needs of its customers.


- It's start with the right Culture


- Incorporating customers and suppliers input within all strategic decisions


- Empowering employees to delight customers


- Nurture and build strong relationships to drive loyalty.


If you recently purchased or leased a vehicle via Ford or any other car manufacturers, share your experience...

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Are you "freshening" your #Customer #Experience?

Are you "freshening" your #Customer #Experience? | Expertiential Design | Scoop.it
Any meaningful service, any meaning customer experience will start to get stale over time. Service signatures, scripted interactions, and product offerings that delighted customers at first will get copied, replicated, and bastardized over time.

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Eric_Determined / Eric Silverstein's curator insight, October 10, 2014 1:31 PM

Chef O’Connell puts this well: “Cultivating loyalty is a tricky business. It requires maintaining a rigorous level of consistency while constantly adding newness and a little surprise—freshening the guest experience without changing its core identity"


Do you agree?


My recommendation is to make sure you involve your loyal customers in defining the level of change needed.


Make sure to empower everyone within your organization to delight your customers based on their individual experience.

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Nike: Smart marketing and customer engagement

Nike: Smart marketing and customer engagement | Expertiential Design | Scoop.it
With Nike, marketing is more than a department. They combine smart marketing with great communication and personal engagement. A recipe for success!

Via Eric_Determined / Eric Silverstein
Michael Allenberg's insight:

Great User Experience = Great Customer Experience!

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Eric_Determined / Eric Silverstein's curator insight, November 20, 2013 2:33 AM

Nike shows how well they understand their customer journey, and offer the right customer engagement that delivers on all front!

 

Are you ready to "Just Do It"?

Matt Moore's curator insight, November 21, 2013 10:54 AM

I chose this article for Shannon because she likes nike products and running shorts. She also plays soccer and uses nike things when she plays.

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Why Bad Customer Experiences Happen - #Infographic

Why Bad Customer Experiences Happen - #Infographic | Expertiential Design | Scoop.it
It’s inevitable that customer service experiences will sometimes fail. No organization is immune from bad customer service happening at point in time. Fact of the matter is that customer service is an intensely human experience subject to humanity’s faults and shortcomings.

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Darcy Bevelacqua's curator insight, May 19, 9:37 AM

A great customer experience is dependent on understanding the customer needs and responding quickly to solve problems. Every organization has some bad customer experiences -take care of them and customers will forgive you and stay around. 

Maurice Couture's curator insight, May 19, 10:12 AM

Ces résultats démontrent encore une fois l'importance d'un bon service à la clientèle, notamment de répondre bien et rapidement aux demandes des clients. Les avis en ligne sont de plus importants et les avis les plus longs sont associées à des clients insatisfaits. 

Sun Social SEO's curator insight, May 22, 8:56 AM

Online reviews are one of the "Four Pillars" of digital presence.

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Gamification harnesses the power of games to motivate

Gamification harnesses the power of games to motivate | Expertiential Design | Scoop.it
Gamification works because our responses to games are deeply hard-wired into our psychology. Game design techniques can activate our innate desires to recognize patterns, solve puzzles, master challenges, collaborate with others, and be in the drivers’ seat when experiencing the world around us. They can also create a safe space for experimentation and learning

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Jean-Marie Grange's curator insight, April 7, 10:43 AM

Gamification works!

Jonathan Wade's curator insight, April 14, 1:32 PM

So, can we use our tendencies and appeal them in order to make ourselves better?  If so, where are the ethical boundaries?

David W. Deeds's curator insight, April 19, 9:09 AM

¨We´re hardwired¨...I like that. ;)

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The #Digital Era's Biggest #Marketing Change - The Customer

The #Digital Era's Biggest #Marketing Change - The Customer | Expertiential Design | Scoop.it
The brand-centric approach of yesterday is quickly being replaced by customer-driven everything, where customers are dictating the style, quantity ...

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Eric_Determined / Eric Silverstein's curator insight, March 19, 3:13 AM
1) Creating a compelling #customer #experience in the #cloud-first, #mobile-first era

2) Using big #data to walk a mile in the customers’ shoes


3) The #digital era’s version of from “the horse’s mouth”


"In the end, the key to obtaining a competitive advantage in the digital era is for enterprises to understand the preferences of their customers. In addition, businesses have to digitally transform their business by adopting the right devices and services in order to be able to respond quickly to changing client demands as well as the disruption unleashed by innovative competitors.


Doing so will put businesses on a course to achieving success in the new customer-centric reality, as they will learn more about their customers, deliver the experiences that today’s smart shoppers demand, and get more involved with the new forms of communication that consumers favour.


Ultimately, businesses will be able to personalise the customer experience, differentiating their brands, and most importantly build customer #loyalty in the digital age."



Patrick Findlay's curator insight, March 19, 4:29 AM

A quick guide to better use your digital marketing to match your customers needs. Be relevant!

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#Mobile Revolution

Mobile as revolutionized our lives, up to the point it's becoming an extension of our brains! Why? What are the specific mobile characteristics of mobile that …

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Eric_Determined / Eric Silverstein's curator insight, March 9, 10:39 PM

Key to #Mobile Success:


1. Think utility / solving a problem

2. Anchor mobile #experiences in the physical world / real life

3. Give your users / customers (super)powers


If you attended #MWC15 share your insight


Are you empowering your customers?

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The New Science behind #Customer #Loyalty

The New Science behind #Customer #Loyalty | Expertiential Design | Scoop.it
The power of Customer Experience and growing competition are driving companies to take a more scientific approach to building customer loyalty.The term Customer Experience is becoming increasingly used to describe all the touch-points, engagements and interventions that your customer has with your people, your products and services, and your brand. Ensuring a consistent and positive experience throughout these will ensure customers are happy to continue spending money with your company rather th

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Darcy Bevelacqua's curator insight, February 19, 4:56 PM

Customer experience is more important. Understanding how to make it easy and efficient is essential to long term growth. It's important to get started now. 

Mike Donahue's curator insight, February 20, 10:53 AM

I like that Forrester factors emotions into their ranking, something NPS does not, making for a more complete measurement and predictor of consumer loyalty.

Wafa Hammedi's comment, March 3, 4:37 AM
Romain, What is the new science then??? Very curious to learn about that from you in class ! your insights will be beneficial to all the students in class ! Great job !
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The Inevitability of a #Mobile-Only #Customer #Experience

Slides for Altimeter's webinar: The Inevitability of a Mobile-Only Customer Experience Watch the webinar replay at: http://www.slideshare.net/Altimeter/webinar…;

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Eric_Determined / Eric Silverstein's curator insight, February 11, 2:06 AM

As @BrianSolis highlights:


"Companies must design #mobile-first and mobile-only #customer #journeys to prevent channel-hopping and multi-screening, thus increasing conversions"


Is your company making the commitment to mobile?

Bharat Employment's curator insight, February 12, 12:18 AM

http://www.bharatemployment.com/

Mike Donahue's curator insight, February 13, 10:14 AM

Nice deck with plenty of compelling stats. I would argue the mobile-only experience is already here for many people. Some by necessity and other sby choice. Ignore at your own risk.

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2015 State of Marketing through Visuals

2015 State of Marketing through Visuals | Expertiential Design | Scoop.it
Whether you are telling a story or sharing important #marketing data, here is a great example how images  convey each point. Heike Young @Salesforce shares key 2015 marketing trends. Which one is y...

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Eric_Determined / Eric Silverstein's curator insight, January 27, 12:36 AM

Heike Young @Salesforce uses clever images to convey their latest report on the state of #Marketing for 2015.


Which one is your favorite GIF?


With companies focused on #Mobile Marketing to drive closer #engagement with their customers, and leverage the power of #social #media, which #brand in your opinion delivers the best #experience on mobile today?

Bharat Employment's curator insight, January 28, 12:04 AM

www.bharatemployment.com

Sue Walsh's curator insight, January 28, 7:03 PM

Makes d=some great points ... and is sure to bring a smile to your face :-)

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Do We Care About #Brands?

Do We Care About #Brands? | Expertiential Design | Scoop.it
Most people worldwide would not care if more than 73% of brands disappeared tomorrow. Can people care about brands? If the answer is yes, then what are companies doing wrong?

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Eric_Determined / Eric Silverstein's curator insight, November 7, 2014 2:07 PM

According to a survey, most people would not care if 73% of the brands would disappear!?


Share your latest experience on what your favorite brands are doing to earn your Loyalty, and ultimately your Advocacy?


It does start with earning your #trust.


Great insight @annettefranz @SDLjames with strong value connections @TOMS @USAA



Fred Zimny's curator insight, November 8, 2014 12:20 AM

Focus on encounters and experiences in stead of managing relations.

Ahmed Alkandari's curator insight, November 15, 2014 9:01 PM

"Most people worldwide would not care if more than 73% of brand disappeared." So, are companies wasting their money on advertisements and marketing; since, most people won't care about weather the brand will disappeared or not?! People who have brand loyalty are supposed to care if the brand they are loyal to will be available or not on the future. Also would these people considered faithful to their brand if they don't care?

What are brands might been doing wrong with customers?

don't focus on the customersare not providing value relative to priceare not providing value relative to the competition/alternativeshave broken customers' trustdon't deliver on their promisesdon't care about customersdon't meet customer expectationsare not innovative (think "same old same old")deliver a fragmented or poor experience

With all of these point, the relationship between them and their customers will be broken. Therefore, companies should focus more on their customers and design a good customer experience. Companies shouldn't only care about making money, they should also care and focus about being a part of something that matters to people and mean something to them.

 

Most of the article was asking questions and some questions didn't have answers in the article, they are open for general thinking and answering. It's interesting about how most people won't care if a brand disappeared on the future; for me I would! Of course life won't stop and new brands will enter the market. However, Some brands people got used to it and can's change that easily; the example of Apple. I also found it important about what they mentioned for customers relationship with the company. In my opinion, companies that focuses more on their relationship with their customers and making sure to build an experience with their customers are more successful than companies that focusses on making profits and increase their revenue. I a customer became loyal to a company and he had an experience with that company, he won't mind paying more on that company's goods. The reason is that the company had built a trust and an experience to that customer so he will be faithful and he would care about the brand and the company.

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Engagement: The Key Metric for the Future

Engagement: The Key Metric for the Future | Expertiential Design | Scoop.it

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Michael Allenberg's insight:

It's all about engagement folks!

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Jean-Guy Frenette's curator insight, January 21, 2014 9:00 AM

Employees first then customers. Make sense...

Raquel Oliveira's curator insight, January 27, 2014 10:22 AM

a humanidade clama por ser envolvida nas decisoes, projetos e aprendizagem. Sim, eu sinto esse movimento em diversos setores. Em relação a aprendizagem de adultos, é irreversível !

Scott Davidson's curator insight, January 29, 2014 10:01 AM

Do you measure engagement?