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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Connected Experiences: Ready For 'Phygital'?

Connected Experiences: Ready For 'Phygital'? | New Customer - Passenger Experience | Scoop.it

Digital isn't just everywhere, it will soon be everything

Eric_Determined / Eric Silverstein's insight:

Consumers no longer care about platform or media ownership, what matters is access and convenience.

 

Brands that aren't at the ready in the channels and media, times, and places where customers and prospects wish to interact will in just a few short years risk irrelevance, even obsolescence.

 

The CMO's mandate is to bind omnichannel together with seamless customer experiences bound by the Three Cs:

 

  • Consistency: Consistency in brand tone, outreach, response, presence, and culture. Expanding touchpoints allows brands to pervade consumers’ lives by providing timely content, services, and utility
  • Content: Content is the unifying element of how brands manifest across all touchpoints across channels, platforms, and devices, online or off.
  • Context: Context is the antidote to endless, noisy media proliferation. Data helps companies better understand customer context down to the individual level, including (but not limited to) personal, location, historical, behavioral, cultural, social, technological, and beyond.

 

 

Are you ready for the new ‘phygital’ experience? Harnessing digital connections to foster deeper human interactions - the opportunity in bridging the digital and physical worlds. 

 

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Melanie COVINHES's curator insight, March 14, 2016 6:22 AM

Consumers no longer care about platform or media ownership, what matters is access and convenience.

 

Brands that aren't at the ready in the channels and media, times, and places where customers and prospects wish to interact will in just a few short years risk irrelevance, even obsolescence.

 

The CMO's mandate is to bind omnichannel together with seamless customer experiences bound by the Three Cs:

 

Consistency: Consistency in brand tone, outreach, response, presence, and culture. Expanding touchpoints allows brands to pervade consumers’ lives by providing timely content, services, and utilityContent: Content is the unifying element of how brands manifest across all touchpoints across channels, platforms, and devices, online or off.Context: Context is the antidote to endless, noisy media proliferation. Data helps companies better understand customer context down to the individual level, including (but not limited to) personal, location, historical, behavioral, cultural, social, technological, and beyond.

 

 

Are you ready for the new ‘phygital’ experience? Harnessing digital connections to foster deeper human interactions - the opportunity in bridging the digital and physical worlds. 

 

ismokuhanen's curator insight, March 22, 2016 7:59 PM

Consumers no longer care about platform or media ownership, what matters is access and convenience.

 

Brands that aren't at the ready in the channels and media, times, and places where customers and prospects wish to interact will in just a few short years risk irrelevance, even obsolescence.

 

The CMO's mandate is to bind omnichannel together with seamless customer experiences bound by the Three Cs:

 

Consistency: Consistency in brand tone, outreach, response, presence, and culture. Expanding touchpoints allows brands to pervade consumers’ lives by providing timely content, services, and utilityContent: Content is the unifying element of how brands manifest across all touchpoints across channels, platforms, and devices, online or off.Context: Context is the antidote to endless, noisy media proliferation. Data helps companies better understand customer context down to the individual level, including (but not limited to) personal, location, historical, behavioral, cultural, social, technological, and beyond.

 

 

Are you ready for the new ‘phygital’ experience? Harnessing digital connections to foster deeper human interactions - the opportunity in bridging the digital and physical worlds. 

 

Antonio Ormachea's curator insight, March 28, 2016 11:06 AM

Consumers no longer care about platform or media ownership, what matters is access and convenience.

 

Brands that aren't at the ready in the channels and media, times, and places where customers and prospects wish to interact will in just a few short years risk irrelevance, even obsolescence.

 

The CMO's mandate is to bind omnichannel together with seamless customer experiences bound by the Three Cs:

 

Consistency: Consistency in brand tone, outreach, response, presence, and culture. Expanding touchpoints allows brands to pervade consumers’ lives by providing timely content, services, and utilityContent: Content is the unifying element of how brands manifest across all touchpoints across channels, platforms, and devices, online or off.Context: Context is the antidote to endless, noisy media proliferation. Data helps companies better understand customer context down to the individual level, including (but not limited to) personal, location, historical, behavioral, cultural, social, technological, and beyond.

 

 

Are you ready for the new ‘phygital’ experience? Harnessing digital connections to foster deeper human interactions - the opportunity in bridging the digital and physical worlds. 

 

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The convergence of #Mobile and #Data - ask @Disney!

The convergence of #Mobile and #Data - ask @Disney! | New Customer - Passenger Experience | Scoop.it
The latest Disney World gadget is a sign of what's to come in customer interaction.
Eric_Determined / Eric Silverstein's insight:

#Wearables or not, the key is to enhance your #CustExp, and certainly removing any friction and offering ease of use looks like the right investment.


Would you agree?

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2014 #Trends: #Wearable #Tech 40% increase @intlCES show

2014 #Trends: #Wearable #Tech 40% increase @intlCES show | New Customer - Passenger Experience | Scoop.it
Gartner also expects to see some updates and innovation in wearable cameras, smart glasses, smart watches and headsets at the CES convention.
Eric_Determined / Eric Silverstein's insight:

If there is one area that can give you some insight into what trends or innovations companies are focused on, it's the International CES Show in Vegas taking place in January.


You can see my previous Scoop on wearable tech and #CustExp, but Nathan provides additional #data:


For wearable tech, fewer than four in 10 Americans feel it needs to cannibalize an existing tech category in order to earn their interest, with 38 percent saying they would only be interested in wearable tech if it could replace something they already use, such as a smartphone. Less than half (45 percent) disagree with this sentiment. "To build successful ecosystems around devices, providers of wearable electronics should understand that consumers will consider how easily their wearable devices communicate with each other, with their other computing devices and with multiple screens. Data will be integrated from more than one wearable device to provide useful information and insights about fitness and health to the wearer," McIntyre continued. "Personal identification, biometric information and payment systems can be linked through wearable devices. Wearers can be admitted to events, access health records and make purchases through their wearable devices." 


It will be interesting to see the other developments at CES, but in the meantime, what are your thoughts on wearable tech?


What usage do you anticipate for your next wearable tech?

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Customer Experience Trends for 2016

Customer Experience Trends for 2016 | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

The Customer Experience trends for 2016 are:

1 – Self-Serve Help Will Be The First Choice

2 – Reliance on Community Forums

3 – Consumers Find Social Media Posts Get Speedy Responses

4 – Multi-Channel Servicing Will Continue To Increase

5 – Predictive and Personalized Technology Is Required For A Good Customer Experience

6 – Voice Recognition Is On The Rise

7- Wearable Technology is Not Just Costume Jewelry

8- Video Chat For Pre-Sales Support Will Increase

9 – Apps for All

10- Even Faster is the Latest Innovation in Customer Response

11 – Incorporating Social Responsibility is Part of the New Norm Business Model

12 – Protecting Customer Information is Paramount

13- The Entire Household Is Included In The Customer Service Family

14 – Customers Demand an Authentic Response

15 – The Leveraging of Human Emotions

16 – The New Era of The Endangered Customer


"Creating the quintessential customer experience is the differentiator between your company and your competitor.  Remember that understanding how the customer feels is just as important as what they are saying."


Would you add anything to the list above?

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Frederico Neiva's curator insight, November 24, 2015 8:30 AM

The Customer Experience trends for 2016 are:

1 – Self-Serve Help Will Be The First Choice

2 – Reliance on Community Forums

3 – Consumers Find Social Media Posts Get Speedy Responses

4 – Multi-Channel Servicing Will Continue To Increase

5 – Predictive and Personalized Technology Is Required For A Good Customer Experience

6 – Voice Recognition Is On The Rise

7- Wearable Technology is Not Just Costume Jewelry

8- Video Chat For Pre-Sales Support Will Increase

9 – Apps for All

10- Even Faster is the Latest Innovation in Customer Response

11 – Incorporating Social Responsibility is Part of the New Norm Business Model

12 – Protecting Customer Information is Paramount

13- The Entire Household Is Included In The Customer Service Family

14 – Customers Demand an Authentic Response

15 – The Leveraging of Human Emotions

16 – The New Era of The Endangered Customer

MONICA LOPEZ SIEBEN's curator insight, November 30, 2015 6:05 AM

Las tendencias mmás relevantes en la experiencia del consumidor

 

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#Wearable Technology: $70 Billion Picture!

#Wearable Technology: $70 Billion Picture! | New Customer - Passenger Experience | Scoop.it
ADOTAS – This article shares some of the recent research from the brand new IDTechEx report, “Wearable Technology 2014-2024”.

Wearable [...]
Eric_Determined / Eric Silverstein's insight:

It's important to realize the reach wearable technology will have.


Great opportunities and challenges, in order to realize the best #customer experience.


How do you see the industry evolving?

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Why Wearable Tech Will Be as Big as the #Smartphone!?

Why Wearable Tech Will Be as Big as the #Smartphone!? | New Customer - Passenger Experience | Scoop.it
A new device revolution is at hand: Just as mobile phones and tablets displaced the once-dominant PC, so wearable devices are poised to push smartphones aside.
Eric_Determined / Eric Silverstein's insight:

Now companies can leverage existing technologies, and simply make it more convenient and accessible. It's about the #Customer #Experience!


In the case of @Recon: Their solutions bring the power of the smartphone out of your pocket and into your field of vision, accessible any time you glance its way.

"This is the promise of wearable technology, and it’s the reason—after more than 20 years of tinkering by cybernetics enthusiasts—we’re finally seeing an explosion of these devices on the market. It’s the reason Google has poured millions into an improbable set of eyeglasses, why Samsung has unveiled a companion watch for its smartphones, and why Apple is widely rumored to be exploring something similar. It’s the reason tiny companies banked thousands of preorders last year for smartwatches, gesture-controlled armbands, transmitting rings, notification bracelets, and more. A new device revolution is at hand: Just as mobile phones and tablets displaced the once-dominant PC, so wearable devices are poised to push smartphones aside."


How do you see the market potential?


Bill is on point when he states: "The tech companies that mastered design will now need to conquer the entirely different realm of fashion. And that could require technologists to unlearn a great deal of what they think they know."


Share your thoughts. 

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