Expertiential Design
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Expertiential Design
The art of designing engaging and meaningful user experiences for customer development.
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6 Laws of Customer Experience

6 Laws of Customer Experience | Expertiential Design | Scoop.it
6 Not-So-Secret Truths about Great Customer Experiences Think of them as the Six Commandments of Customer Servic

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Eric_Determined / Eric Silverstein's curator insight, November 7, 2016 2:53 AM

6 key drivers Bruce Temkin shared back in 2014 - you can see how those fundamentals still apply today, do you agree?

Mubashir Husayn's curator insight, November 3, 6:31 AM

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

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How Emotions Impact The Customer Experience

How Emotions Impact The Customer Experience | Expertiential Design | Scoop.it

Customers with positive associations with a brand will spend up to 200% more and will also tell an average of eight friends about them.


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Eric_Determined / Eric Silverstein's curator insight, July 29, 2016 3:08 AM

The way customers feel is of the utmost importance, not just today, but for the entire customer life cycle. And since satisfaction is more neutral than positive, it is no longer enough for brands to simply satisfy customers.

 

  1. Emotions guide decisions: While we like to think of ourselves as logical beings, it is actually our emotions that inspire our decisions.
  2. Positive associations lead to repeat decisions: When someone makes a decision that leads to a positive outcome, they are more likely to make the same decision in the future.
  3. Without emotions, there are no decisions: If a person has no emotional connection to the outcome of a decision, they are less likely to actually make a decision.

 

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What Motivates Your Customers?

What Motivates Your Customers? | Expertiential Design | Scoop.it
Here's what two New York City bagel shops sitting 200 feet apart can teach you about customer loyalty.

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Eric_Determined / Eric Silverstein's curator insight, April 15, 2016 2:54 AM

"Ask any entrepreneur and they'll probably tell you it’s getting harder to forge meaningful relationships with customers, as choices for just about everything multiply. That makes the little anomalies—products that elicit real emotions—really important.

 

People think they want choices. They don't. Choices increase anxiety, do you agree?

 

Your customer’s current process will be unique. Understanding it and building a product that works hand in hand with what they do already is crucial.

 

Then, you want to frame the conversation in a way that allows your customers to easily opt into whatever you’re building. Help them skip to the bottom of that funnel they want no part of going through."

 

Brian, does this mean you will recommend for Stemless to work with Black Seed for easy pickup at their favorite coffee and bagel place... :)

Mike Donahue's curator insight, April 15, 2016 9:49 AM
A good article that shows how easy it is to be wrong about why people are choosing your brand, and how that can leave you wondering how you lost your customers.
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Disruption As Usual

Disruption As Usual | Expertiential Design | Scoop.it
Disruption.  Constant change.  Relentless innovation.  When was the last time you spent even an hour of your working day free from addressing these issues? This is not your father’s business environment. But is the role of the executive really so ...

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Eric_Determined / Eric Silverstein's curator insight, December 3, 2015 1:28 AM

"When change is this omnipresent and unstoppable, we who live through it don’t get a vote.  Seriously.  We adapt, or we retire early.  That’s reality.

 

Customers are talking to each other: about us, our competitors, our industry, what they wish we’d do for them; often, we’re not even aware of these conversations.  Marketing, PR, and Investor Relations aren’t invited to the party.

 

After all, how we connect, on what platform, isn’t really that consequential at all.  The magic is in the connection.  Go social yourself.  Embrace transparency.  Let go of control.  Act small, even if you’re huge.  And OPEN up to the power of your internal and external network.  Do that, and the future is yours for the taking!"


Are you seeing this shift happening within your executive team? Are they embracing it, or resisting change?

Marketing Leap's curator insight, December 3, 2015 4:42 PM


Social media itself – especially the media part of it – is nothing more than a catalyst.  MySpace, Facebook, LinkedIn, Twitter, Instagram, Snapchat, Whatsapp…  The platform will change and change again, but the basic conditions will not: people are now talking to each other, and circumventing leaders, on a scale never before imaginable.Customers are talking to each other: about us, our competitors, our industry, what they wish we’d do for them; often, we’re not even aware of these conversations.  Marketing, PR, and Investor Relations aren’t invited to the party.After all, how we connect, on what platform, isn’t really that consequential at all.  The magic is in the connection.  Go social yourself.  Embrace transparency.  Let go of control.  Act small, even if you’re huge.  And OPEN up to the power of your internal and external network.  Do that, and the future is yours for the taking!

Marcelo Sotaminga's curator insight, December 4, 2015 10:15 AM

Estamos adoptando el cambio...?? #Disrupción #Innovación

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Customers for life

Customers for life | Expertiential Design | Scoop.it
Do you ever stop and think about why it’s so hard to get really great customer service?

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SMBCONNECT's curator insight, October 27, 2015 12:32 AM

 

 

small and medium sized enterprises in india to make your business better.

 

http://smbconnect.in/

SMBCONNECT's curator insight, October 27, 2015 12:34 AM

SMBConnect is an unique and an innovative concept which connects all theSMB’s across the nation along with the entrepreneurs. The 3 golden words which we solely follow are-Growth, Knowledge and Connect. 

 

 

http://smbconnect.in/

Juhana Peltomaa's curator insight, October 27, 2015 3:19 AM

Customer service is a huge part of your brand. Focus on it. #BrandStory

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Passionate employees deliver superior CX

Passionate employees deliver superior CX | Expertiential Design | Scoop.it

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Eric_Determined / Eric Silverstein's curator insight, August 27, 2015 2:22 AM

What gives a company its unique identity, its own personality, its ‘secret sauce’ ? 

 

"Engaged employees are loyal and #loyalty, if correctly channeled, leads to increased productivity which, in turn, leads to a better #customer #experience and ultimately improved company performance."


Roddy shares his top 10 employee engagement areas:


1. Company culture

2. Listen to your employees

3. Tackle the issues

4. Communicate

5. Invest in your employees

6. Train and empower your employees to become loyal brand ambassadors

7. Collaboration

8. Work/Life balance

9. Share knowledge

10. And most importantly, say Thank You!


My success overseeing the U.S. operation of a global service company was directly linked to all team members.


What I see as one critical challenge at most companies I've since then consulted for: The lack of clear, ongoing  and open communication.


What are you seeing in your organization? or clients you have worked with?

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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, 2015 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. 

Créneau tourisme de villégiature 4 saisons's curator insight, May 19, 2015 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, 2015 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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Jonathan Wade's curator insight, April 14, 2015 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, 2015 9:09 AM

¨We´re hardwired¨...I like that. ;)

Alfonso Gonzalez's curator insight, August 6, 2015 4:48 PM

With every company looking for better ways to engage their employees and their customers, don't forget to make it fun too, do you agree?

 

Kevin Werbach @Wharton shares great insight from his #gamification study & book.

 

We added #social #engagement @SNAPCIOUS , in order to add a critical component to game success.

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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, 2015 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, 2015 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, 2015 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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Callixtus BLACKETT JR's curator insight, February 18, 2015 8:04 AM

We all need to review our customer loyalty strategies and make use of the deluge of data we have at our disposal in order to create a better customer experience that helps us win, serve and retain customers in a more profitable manner.

Darcy Bevelacqua's curator insight, February 19, 2015 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, 2015 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.

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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, 2015 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, 2015 12:18 AM

http://www.bharatemployment.com/

Mike Donahue's curator insight, February 13, 2015 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, 2015 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, 2015 12:04 AM

www.bharatemployment.com

Sue Walsh's curator insight, January 28, 2015 7:03 PM

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

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Is Customer experience a reflection of employee engagement?

Is Customer experience a reflection of employee engagement? | Expertiential Design | Scoop.it

Customer experience is one of the largest points of focus in the new era of loyalty marketing, and continues to prove its value to a brand’s perception and, consequently, its bottom line.


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Eric_Determined / Eric Silverstein's curator insight, August 4, 2016 2:08 AM

“Employees are the backbone of a brand's values and help solidify the relationship consumers have with the brand,” said Brad Marg, COO of Clutch

 

Employee engagement is not a one time event, it's a journey!

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How To Measure Customer Loyalty?

How To Measure Customer Loyalty? | Expertiential Design | 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.


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Eric_Determined / Eric Silverstein's curator insight, June 2, 2016 8:37 PM

"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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Get Personal, It's Business!

Get Personal, It's Business! | Expertiential Design | Scoop.it
There is an old saying that goes, “It’s not personal; it’s just business.” This statement is complete rubbish. I think business is personal, especially when you are trying to build a relationship with

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Michael Allenberg's insight:

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

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Samuel Pavin's curator insight, March 10, 2016 1:23 AM

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

ismokuhanen's curator insight, March 22, 2016 7:57 PM

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

Antonio Ormachea's curator insight, March 28, 2016 11:03 AM

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

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Customer Experience Trends for 2016

Customer Experience Trends for 2016 | Expertiential Design | Scoop.it

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Eric_Determined / Eric Silverstein's curator insight, November 19, 2015 3:02 PM

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?

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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The Sacred Cow of Products

The Sacred Cow of Products | Expertiential Design | Scoop.it
If you’ve been around digital products long enough, and especially the consumer space, you will hear people lambaste about the things in said product that are “forever”. The things that you can never...

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Eric_Determined / Eric Silverstein's curator insight, September 9, 2015 8:01 PM

Your users should be at the core of what you do!


"What actually matters is the people. It’s the users. You can rebuild a product, but you can’t copy the users. And without the users you can’t make money."


Don't take your power users for granted, nurture their advocacy.


What changes would make you switch brand or social platform ?

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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, 2015 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, 2015 10:12 PM

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


Developed by @CXGAsia

Nina Lappalainen's curator insight, April 29, 2015 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, 2015 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, 2015 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, 2015 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, 2015 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, 2015 11:45 PM

http://www.bharatemployment.com/

sharon lewis's curator insight, February 15, 2015 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, 2015 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, 2015 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, 2015 11:18 PM

www.bharatemployment.com

Sadel Ekmeiro's curator insight, February 2, 2015 1:46 PM

Which loyalty program do you currently use most via mobile?