Monthly Archives: March 2011

How Effective Is Your Customer Loyalty Program?

March 31, 2011 – 9:23 am

I am a huge fan of Loyalty Programs – and for most of the ones I’ve joined, I feel I get value out of the programs I utilize; like My Coke Rewards, My Paw Points, my CVS Extra Care Card, not to mention all of my frequent flier and hotel programs – but it looks […]

By Erika Blanchard | Posted in Brand Experience Management, Customer Experience, Customer Loyalty Programs, Customer Retention, Voice of the Customer | Tagged , , , , , , , , , , , , | Comments (27)

The Keys to a Successful Loyalty Program

March 29, 2011 – 9:30 am

  Loyalty programs have been around for quite some time. One of the first real loyalty programs was S&H Green Stamps which emerged in the 1930’s. Customers would receive stamps at the checkout counter of supermarkets, department stores, and gas stations among other retailers, which could be redeemed for products in their catalog. In 1981 […]

By Erika Blanchard | Posted in Customer Loyalty Programs, Customer Relationship Management, Customer Retention, Voice of the Customer | Tagged , , , , , , , | Comments (38)

How Brands Can Deal With Negative Online Sentiment or “Badvocacy”

March 24, 2011 – 9:35 am

Maria Ogneva, the Head of Community at Yammer (an enterprise social network used by 100,000 organizations, including more than 80% of the Fortune 500) recently wrote an article about “badvocacy”. I’m sure you’re wondering what that is, as was I… At VIPdesk, we talk a lot about brand advocates, the importance of rewarding your advocates […]

By Erika Blanchard | Posted in Brand Experience Management, Contact Center Best Practices, Customer Experience, Customer Relationship Management, Customer Retention, Voice of the Customer | Tagged , , , , , , , , , , , , | Comments (0)

Greetings from the 2011 Loyalty Expo!

March 22, 2011 – 10:34 am

We are thrilled to not only be attending this year’s Loyalty Expo at the beautiful Hyatt Regency Grand Cypress in Sunny Orlando, Florida, but we’re also excited to be exhibiting and presenting with Molly DeMaagd, Director of Social Media from AT&T. For those of you that are attending our presentation on Integrating Social Media into […]

By Erika Blanchard | Posted in Customer Experience, Events, Social Media | Tagged , , , , , , , , , , , , , , , , , , | Comments (0)

Greetings from Nashville and the Contact Center Conference & Expo 2011

March 21, 2011 – 8:43 pm

This week is a very busy week for the VIPdesk team—we have team members presenting and attending not only the Loyalty Expo, but also the Contact Center Conference and Expo 2011 which is being held this week at the Gaylord Opryland Resort in Nashville.  The conference started on Sunday with pre-conference workshops, and runs through […]

By Linda Dickerhoof Sperling | Posted in Brand Experience Management, Contact Center Best Practices, Customer Experience, Events, Social Media | Tagged , , , , , , , , , , , , , , | Comments (0)
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