Sure, many companies measure loyalty, but are those companies measuring the right things? This may not be something that you’ve really thought about as you, most likely, already have standard measurement practices in place. According to Jannie Hofmeyr, Ph.D, companies can’t predict what people will do by how satisfied they are. It’s also important to [...]
By Erika Blanchard
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Posted in Brand Experience Management, Contact Center Best Practices, Customer Experience, Customer Loyalty Programs, Customer Relationship Management, Customer Retention, Voice of the Customer
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Tagged Customer Experience, Customer Experience Management, Customer Loyalty, Customer Service, Customer Survey, CustServ, Loyalty, Survey, VOC, Voice of the Customer
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April 26, 2011 – 10:40 am
A manager’s most difficult job is to manage, inspire, and encourage their teams to be better tomorrow than they are today, and that’s a tall order no matter how you slice it. Managers deal with different personalities, trying to keep their teams happy and performing their best, while at the same time being tasked with [...]
By Teresa Sinel
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Posted in Contact Center Best Practices, Management
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Tagged Call Center, Call Center Best Practices, CCTR, Contact Center, Contact Center Best Practices, Leadership, Leading a Team, Management, Management Tips, Managing, Training, VIPdesk
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According to Forrester Research, 86% of companies say customer experience is a top strategic priority, and 76% of companies seek to differentiate based on customer experience, but what can companies really do to stand out? This is a loaded question and I believe that many companies say the right things and attempt to do the [...]
VIPdesk will be exhibiting at the 23rd Annual Card Forum & Expo on April 27 to 29 at the beautiful Fontainebleau Resort in Miami Beach, FL. There is no better way to understand what’s happening in the payments industry than by attending this year’s event, as the agenda features broad topics that hit on many [...]
By Erika Blanchard
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Posted in Customer Experience, Customer Loyalty Programs, Events, Financial Services
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Tagged #paymentsforum, 2011 Card Forum and Expo, American Express, Banking, Barclaycard, Citi, Citibank, Credit Card Industry, Credit Card Trends, Customer Experience, Debit Card Trends, Durbin, Durbin Amendment, First National Bank of Omaha, Fontainebleau Resort, Loyalty, Loyalty Programs, Loyalty Strategies, Loyalty Trends, Miami FL, Payments Industry, Points Programs, Prepaid Card Trends
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Recently I read an article, “Customer Experience Drives Satisfaction and Loyalty” by Jeffery Henning, Founder and VP of Strategy which explains the distinct differences and correlations between customer experience, customer satisfaction and customer loyalty. In this article he also references the Forrester CxPi model which calculates its customer-experience index using the net score for three [...]
vipdesk
Erika Blanchard
Linda Dickerhoof Sperling
Sally Hurley
Teresa Sinel
James Koller
Melissa Carpenter
Mary Naylor
Othmar von Blumencron
Amy Campbell
Lindsay Gibson
Vladimir Poletaev
