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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The Brand Awareness Checklist

The Brand Awareness Checklist | New Customer - Passenger Experience | Scoop.it
The Brand Awareness Checklist filed in   BRAND STRATEGY ,   MARKETING In a competitive, commercial environment the logic is th
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2016 State of Digital Transformation, are we there yet?

2016 State of Digital Transformation, are we there yet? | New Customer - Passenger Experience | Scoop.it
Can Digital Transformation Move Beyond Buzzwords? By  Noreen Seebacher   |   Sep 20, 2016 CHANNEL:  Digital Experience
Eric_Determined / Eric Silverstein's insight:

Key best practice recommendations @BrianSolis:

  • DCX: Study and map the digital customer experience
  • MOBILE: Study and map the specifics of the mobile customer journey
  • RESEARCH: Invest in ongoing customer research to better understand digital/mobile behaviors
  • ROADMAP: Develop a digital transformation roadmap
  • TOUCHPOINTS: Update/innovate customer-facing technology in digital AND mobile
  • OMNICHANNEL: Drive strategies that engage and guide customers seamlessly through digital, mobile and real-world journeys
  • PROCESSES: Improve processes/operations that expedite change
  • IT: Build an agile, integrated and scalable technology infrastructure
  • LEADERSHIP: Executives appoint someone to lead and pave the way for digital initiatives (budget, resources, culture) as well as manage expectations among shareholders, stakeholders and the board
  • TASKFORCE: Form a working team to drive initiatives, coordinate activities/resources, and be accountable
  • METRICS: Establish new metrics that measure progress and track new outcomes
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Pascale Philippe's curator insight, September 24, 2016 9:22 AM

Key best practice recommendations @BrianSolis:

  • DCX: Study and map the digital customer experience
  • MOBILE: Study and map the specifics of the mobile customer journey
  • RESEARCH: Invest in ongoing customer research to better understand digital/mobile behaviors
  • ROADMAP: Develop a digital transformation roadmap
  • TOUCHPOINTS: Update/innovate customer-facing technology in digital AND mobile
  • OMNICHANNEL: Drive strategies that engage and guide customers seamlessly through digital, mobile and real-world journeys
  • PROCESSES: Improve processes/operations that expedite change
  • IT: Build an agile, integrated and scalable technology infrastructure
  • LEADERSHIP: Executives appoint someone to lead and pave the way for digital initiatives (budget, resources, culture) as well as manage expectations among shareholders, stakeholders and the board
  • TASKFORCE: Form a working team to drive initiatives, coordinate activities/resources, and be accountable
  • METRICS: Establish new metrics that measure progress and track new outcomes
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Your CEO Guide To Customer Experience

Your CEO Guide To Customer Experience | New Customer - Passenger Experience | Scoop.it

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Eric_Determined / Eric Silverstein's insight:
"In most companies, there are a handful of critical customer journeys. Understanding them, customer segment by customer segment, helps a business to maintain focus, have a positive impact on customer satisfaction, and begin the process of redesigning functions around customer needs. " - Have you fully mapped your customer journeys, and identified your key customer segments?
 
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What Should Your Business Outcomes Be?

What Should Your Business Outcomes Be? | New Customer - Passenger Experience | Scoop.it

What are your company's desired business outcomes? How did you determine what they would be?

Eric_Determined / Eric Silverstein's insight:

"Examples of business outcomes include: increased retention rates, improved acquisition rates, increased revenue, reduced costs, process improvements or efficiencies, culture change, increased profitability, increased word of mouth, increased conversion, and more upsell and cross-sell opportunities. To Forrester's point, they are or should all be measurable and quantifiable.

 

In our case, outcomes are the result of putting forth all of this effort to improve the customer experience. " The ultimate needle that impacts your entire business!

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50 Ways To Understand The Digital Customer Experience

50 Ways To Understand The Digital Customer Experience | New Customer - Passenger Experience | Scoop.it

To understand the digital customer experience, Cognizant shares 50 insights.

Eric_Determined / Eric Silverstein's insight:

How well are you providing answers to what your customers may ask?

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Customer experience in the age of disloyalty

Customer experience in the age of disloyalty | New Customer - Passenger Experience | Scoop.it

In the age of the aggregator, the brand is irrelevant. Columnist Blaise Lucey says it's all about the customer experience and creating compelling content that's relevant to your audience.

Eric_Determined / Eric Silverstein's insight:

"In an age where aggregators find and retrieve a thousand different options for customers to choose from, a real customer experience is not defined by products. It’s defined by interactions between brand and customers.

 

It’s up to companies to make those interactions unforgettable, wherever they happen during the customer journey."

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Trends Over The Next 5 Years | Customer Experience

Trends Over The Next 5 Years | Customer Experience | New Customer - Passenger Experience | Scoop.it

People often ask me where I see business going in the next five, 15, 20 years.

Eric_Determined / Eric Silverstein's insight:

How will you elevate your customer experience to keep pace with these business trends?

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2DiFore Marketing Solutions's curator insight, June 23, 2016 7:43 AM

How will your business change over the next 5 years? Did you know that the average attention span of a human being was 12 seconds, that's right! Begin making changes today to capture your market.

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Internet Trends 2016

Mary Meeker's Internet Trends 2016 Report

Eric_Determined / Eric Silverstein's insight:

Any trends that surprise you from Mary Meeker's latest report?

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How To Become Customer Obsessed!

How To Become Customer Obsessed! | New Customer - Passenger Experience | Scoop.it
Forrester's new report, “A Customer-Obsessed Operating Model Demands A Close Partnership With Your CIO,” dives into the actions you must take to accelerate your journey to customer obsession.
Eric_Determined / Eric Silverstein's insight:

 

To accelerate your journey to customer obsession, here are the 4 key areas shared between CMO & CIO:

 

1. People

2. Process

3. Technology

4. Metrics

 

PEOPLE - Given the rate of technology change, the only thing that is certain about your customers’ expectations next year is that they will be different from today. This is the reason you need close partnership and collaboration across the entire organization.

 

PROCESS - To begin your journey, adopt a business capability focus, mapping today’s capabilities to the overall customer life cycle. Then prioritize investments that best address the outcomes your customers most value.

 

TECHNOLOGY - Successful leaders look at customer value from the outside-in—first understanding the outcomes the customer desires, and then building the technology that the business needs to continuously meet those evolving needs.

 

METRICS - Sharing KPIs that measure the outcomes you deliver to your customers focuses everyone on the right things.

 

What is your organization implementing to stay aligned with your customer desires and expectations? 

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Richard Bradley's curator insight, May 25, 2016 7:55 AM

The impact of Technology on the customer experience - becoming customer obsessed

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What Will Define The Future Of Marketing?

What Will Define The Future Of Marketing? | New Customer - Passenger Experience | Scoop.it
Just as the future of marketing involves both the left and right sides of the marketing brain, the evolution of martech requires striking balance — between data and intuition, digital and analog, structured systems and experimentation, automation and human interaction. Technology is moving closer to this balancing point, but we’re just scratching the surface of what software can do to make marketers more successful.
Eric_Determined / Eric Silverstein's insight:

1. Data Driven Creativity

2. Continuous Customer Delight

3. True Omnichannel Marketing

 

As John Greathouse points out, the future of marketing requires balance between data and intuition, digital and analog, structured systems and experimentation, plus automation and human interaction.

 

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Ready For Data Insight Journey?

Ready For Data Insight Journey? | New Customer - Passenger Experience | Scoop.it
A key focus for businesses has been how to meet the big data challenge. However, the emphasis has been on the quantity, rather than quality, of data and while being overwhelmed by volume, businesses have missed the real opportunity
Eric_Determined / Eric Silverstein's insight:

"True data insight can guide better business decisions and also help to mould creative communications. Having a clear picture of what your customers look like, what motivates them, what interests them, what and where they engage with communications, will ensure that the right content is created, or curated, for them. This is content that customers see value in, as is relevant to them.

 

1. What Do You Need To Understand?

 

Who are my most valuable customers, what do they engage with most, and where can I find more like them? You would then know exactly who you’re targeting and why. Understand what key customer knowledge is needed to provide the foundation for driving usable customer insight.

2.  Match ‘What You Want To Know’ With ‘What You Already Know’

Consider all of the touchpoints customers are likely to engage with; your website, your call centre, your retail sites, your partners, as well as the transactional information held in customer databases.

 

3. Collect The Data You Need… From The People You Want To Attract

 

A value exchange doesn’t necessarily need to be incentive based; useful information or access to inspirational content can be equally appealing. Whatever you offer, make sure it’s helpful, interesting and engaging.

4.  Marrying Data And Creativity

The Big Insight about your most valuable customers will come from your insight journey. It may be about what customers love about your product or brand, or equally what they hate about your competitors. It might not be product related at all but revolve around customer service – speed of delivery, how efficiently complaints are managed, how simple products are to access."

 

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Humans + Bots = ?

Humans + Bots = ? | New Customer - Passenger Experience | Scoop.it

Pairing new technologies with human assistants will result in tremendous new products which promise to enhance our lives.

Eric_Determined / Eric Silverstein's insight:

"Although messaging is the way users communicate with each other, it’s not how they interact with businesses. That is, until now.

 

Of all the ways humans communicate, texting might be the most direct. Text carries less superfluous information than other ways of sending information. With text, there are no voice intonations to decipher or accents to understand, no facial gestures to interpret, and no body language to translate. Text is something computers can understand and process quickly and it’s why messaging is a great place for humans and A.I. to work together to serve customer needs.

 

Today, there are primarily three solutions when you seek assistance.

 

Either send users through fully automated prompts (like an annoying call routing robot), send them to human helpers, or — the most common and perhaps most burdensome option for the user — ask them to fend for themselves on the company’s website.

 

– An assistant-as-app is an interface designed to enable users to accomplish complex tasks through a natural dialogue with an assistant.

 

– Since they look like chats, conversational interfaces feel familiar (see the California Roll Rule).

 

– Expect to see assistant-as-apps expand throughout consumer and enterprise applications.

 

– An assistant-as-app works best in certain situations:

  1. When a user wants to accomplish a singular goal but has too many options.
  2. When a user does not enjoy browsing through the options.
  3. When data entry is easy but processing and analysis is hard.
  4. When the traditional screen interface is too complicated or small.
  5. When a trusted relationship helps.
  6. When a request does not have to be completed immediately."

 

 

What yet-untapped opportunities do you see for assistant-as-app in the years to come?

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Paul STAELEN's curator insight, April 20, 2016 5:06 PM
Tout le projet Encastore... rdv dans 5 semaines
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Be Everywhere... And Be Ready!

Be Everywhere... And Be Ready! | New Customer - Passenger Experience | Scoop.it
Marketing is always changing, but what if you knew what was coming? This new report demonstrates what is coming and how marketers should prepare.
Eric_Determined / Eric Silverstein's insight:

“The experience is the marketing and the experience is what drives performance.” - JPMorgan Chase CMO Kristin Lemkau.

 

Marketo and The Economist Intelligence Unit share their findings on the path to 2020.

 

Do you agree that the pace of change over the last 5 years is nothing compared to what will happen over the next 5 years?

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Information Is Power - The Promise Of Personalization

Information Is Power - The Promise Of Personalization | New Customer - Passenger Experience | Scoop.it
Moving From Experience To Data: Why Personalisation Is The Key To Brand Success SHARE:   MIKE BAINBRIDGE — NOV 11 Providin
Eric_Determined / Eric Silverstein's insight:

How are you capturing your customers needs and wants?

 

 

 

Don't lose sight of your customers, every single task across each department should be with your customers in mind, do you agree?

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Mubashir Husayn's curator insight, November 3, 2017 6:30 AM

Kool design maker is banner ad design company in the USA.

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Trust - The New Brand 

Trust - The New Brand  | New Customer - Passenger Experience | Scoop.it

We are in the midst of a trust revolution. By our count, 50% of consumers are willing to pay a premium to transact with companies they trust. The reverse is equally true: About the same percentage (57%) will stop doing business with a company they believe has broken their trust by using personal data irresponsibly, and over a third (37%) said they would take legal action against the company. Considering the trillions of dollars at risk, we now see ethical behavior as the new theater for commercial competition.

Eric_Determined / Eric Silverstein's insight:

"Companies must shift from a data-collection mindset to a consumer-oriented, value-first approach."

 

Trust is the foundation to building loyalty, which then becomes the foundation to earning advocacy - your highest ROI!

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Foundation To Mass Personalization

Foundation To Mass Personalization | New Customer - Passenger Experience | Scoop.it

Digital systems over the next three to five years start with a design point of intention-driven design and solve the issue of delivering on massive individual scale which enables personally tailored experiences.

Eric_Determined / Eric Silverstein's insight:

5 core concepts recommended by Ray Wang:

1. Continuity of experience
2. Engagement through rich relevancy of context
3. Choose your own adventure type of journeys
4. Intention-driven design through anticipatory analytics
5. Value exchange

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Lessons From Pokemon Go

Lessons From Pokemon Go | New Customer - Passenger Experience | Scoop.it

Pokémon GO is a phenomenon that is capturing the attention of Millennial gamers and digital baby boomers alike. What lessons about technology adoption, gamification, data analytics and engagement can your business learn from this mobile app?

Eric_Determined / Eric Silverstein's insight:

As @Garyvee highlights: "Pokémon GO plays off of nostalgia, which is a huge draw in app culture. It taps into emotions and storytelling that gives that brand a foot into the door of their consumers’ hearts."

You can't rely on your cash cow forever, look where the market is heading and make the necessary investments. Nintendo for a long time focused on their console business, now after several years of losses jumped both feet into the mobile gaming & engagement space.

@JimMarous shares great lessons one can apply to the banking industry in this  @FinancialBrand article.

What lesson will you apply to elevate  your mobile experience for your customers?

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Jean Lie's curator insight, July 12, 2016 3:17 AM
Pokémon GO is a phenomenon that is capturing the attention of Millennial gamers and digital baby boomers alike. What lessons about technology adoption, gamification, data analytics and engagement can your business learn from this mobile app?
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Hearing Your Customers Loud And Clear

Hearing Your Customers Loud And Clear | New Customer - Passenger Experience | Scoop.it

Modern day businesses have access to an overflowing heap of customer data that can be used to work out what their customers think of them and their products, their needs and desires, and what they prioritise in their everyday lives. Information from contact centres, in-store and online shopping interactions, social media engagement, blogs, reviews and the increasingly dominant vlogs can all give useful insights on what customers are thinking and feeling.

Eric_Determined / Eric Silverstein's insight:

Are you hearing your customers loud and clear?

“We stay in business to the extent that people remember us“
 
“A brand is no longer what we tell the consumer it is, it’s what consumers tell each other it is”

Share other quotes, which one is your favorite?

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7 Steps To Deliver Better Customer Experiences

7 Steps To Deliver Better Customer Experiences | New Customer - Passenger Experience | Scoop.it

I’ve discovered that most companies are using an incomplete definition of customer experience, and have incomplete tools and approaches to design and manage it.

Eric_Determined / Eric Silverstein's insight:

7 applicable steps, which one do you see most companies still struggling with today?

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How To Measure Customer Loyalty?

How To Measure Customer Loyalty? | New Customer - Passenger Experience | Scoop.it

Customer loyalty plays a key role in any customer experience management program. Customer loyalty reflects the degree to which customers engage in positive behaviors toward and experience positive feelings about a company or brand. Your customer loyalty metrics plays large part in your customer experience analytics efforts; the goal of analytics is to uncover ways to improve customer loyalty.

Eric_Determined / Eric Silverstein's insight:

"3 different types of customer loyalty:

 

1. Retention loyalty – the extent to which customers will stay with you / not defect to a competitor

 

2. Advocacy loyalty – the extent to which customers will recommend your company/brand

 

3. Purchasing loyalty – the extent to which customers will expand their relationship with you by buying more and/or different products/services from you.

 

Each of these types of customer loyalty are responsible for different types of business growth. Retention loyalty leads to long-term customers who are easier to service. Advocacy loyalty brings in new customers. Purchasing loyalty increases the average revenue per customer."

 

It's important to recognize all 3 as you evaluate your performance, and make the necessary adjustments to earn your customer loyalty.

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The Age Of Talking At Consumers Is Over!

The Age Of Talking At Consumers Is Over! | New Customer - Passenger Experience | Scoop.it
If you asked me to tell you what I think the future of media and advertising will look like, I actually wouldn't tell you anything. I would, however, show you my two smartphones, where I conduct 80 percent of my daily business.
Eric_Determined / Eric Silverstein's insight:

"It's no longer enough to tell consumers what to do, where to go, why to buy.

 

If content creators want us to watch, they'll have to show us how good it is. If advertisers want us to buy, they'll have to show us how cool their products are. 

 

Mobile's omnipresence—more than half the world is now mobile connected—presages a future of highly personal, highly interactive and highly customizable ways of consuming media. 

 

When your friend or colleague sends you a video to watch or a product to check out, they are unwittingly analyzing years of data they have about you, your interests and your consumption habits.

 

We're about to enter a new universe: It's already mobile, and it will be intimate, curated and personal."

 

How well do you know your customers?

 

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5 B2Human Lessons from Apple

5 B2Human Lessons from Apple | New Customer - Passenger Experience | Scoop.it
At Apple the lessons outlined contributed to building a business that delights people around the world.
Eric_Determined / Eric Silverstein's insight:

At the end of the day, it’s not computers or devices you are selling to -- it’s people.

 

5 shareable lessons from Apple's success:

 

1. Focus on the things that matter.

 

Success comes when your company and your team focus on mastering one to two critical things. The lesson here is that it’s better to do a few things well than many things middlingly.

 

2. Customer experience is king.

 

It is much easier to increase the value of an existing customer than it is to find a new one. When you make your customer experience king, you create a happy, loyal user who is more likely to consider expanding their purchase.

 

 3. Excellence in execution.

 

Apple recognized that every consumer touchpoint in the real world and the digital world, needs to be seamless. Every aspect of the sales process and backend operation needs to be 100% on brand and flawless. Anything short of that undermines credibility and trust. 

 

4. Only those things that can scale matter.

 

Your product needs to be built for high adoption. This means your sales and product strategies also need to scale. The challenge here is to balance scale with quality and precision. 

 

5. Build a data-driven team.

 

B2B and B2C customers alike do far more research on their own and are not interested in being sold to. Instead, they prefer to gather information and make decisions independently based on what they’ve learned. Cultivate transparency within your organization, and leverage data to enable honest conversations about progress, user acquisition and retention, what is working and what is not.

 

There are no “secrets” to success in business, focus on delivering the best customer experience.

 

What additional lesson are you applying from your Apple experience?

 

 

 

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Digital Customer Engagement

Digital Customer Engagement | New Customer - Passenger Experience | Scoop.it
isolated, impersonal customer experiences are quickly becoming a liability. Customers expect companies to know who they are across channels and show very little patience for irrelevant messaging and ads. As such, companies are under immense pressure to leverage data to deliver personalized messages and customer experiences.
Eric_Determined / Eric Silverstein's insight:

"Customer engagement is no longer a series of one-off conversations; in this digital age, it's an ongoing dialogue spanning myriad channels and devices and requiring specific skillsets to enable seamless interactions.

 

Customers today are driven by 3 things:

 

  1. Intent
  2. Context
  3. Immediacy"

 

How will you create a frictionless experience for your customers?

 

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15 examples of artificial intelligence in marketing

15 examples of artificial intelligence in marketing | New Customer - Passenger Experience | Scoop.it
Artificial intelligence (see the Wikipedia definition), specifically machine learning, is an increasingly integral part of many industries, including marketing.
Eric_Determined / Eric Silverstein's insight:

Is there anything AI can't do?

 

Ben @Econsultancy shares 15 key examples of AI in Marketing:

 

1. Recommendations/content curation

2. Search engines3. Preventing fraud and data breaches4. Social semantics5. Website design6. Product pricing7. Predictive customer service8. Ad targeting9. Speech recognition10. Language recognition11. Customer Segmentation12. Sales forecasting13. Image recognition 14. Content generation15. Bots, PAs and messengers 
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What Gets Measured - Gets Improved!

Marketers instinctively know their work impacts the bottom line, but don’t always know which work is making the biggest impact. That's where data comes in.
Eric_Determined / Eric Silverstein's insight:

"Marketers who use data as a foundation of their marketing strategies have learned to implement the following tactics :

 

· Get a complete picture of consumer behavior in order to apply the appropriate resources to the right engagements at the right time to best reach their audiences

· Optimize spend and ROI across all channels based on performance, not budget allocation

· Create the most resonant brand experience to target consumers

· Understand the data around engagement and be able to act on it

· Know which marketing channel is the best driver of revenue"

 

Michael Jones @PepperJam shared the above from a similar article on the importance of data when it comes to marketing strategies. http://www.adotas.com/2016/04/to-offer-great-customer-experiences-marketers-need-analytics/

 

"It's important to recognize that Marketing affects every person that interacts with your brand and nearly every group in your organization, so it’s no stretch to say effective marketers have a huge impact – positive or negative – on a company's growth and profitability." Rachael Lambert @Intercom

 

Make sure you set clear goals and measure all relevant data points, what you can measure can be improved.

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