Monthly Archives: May 2011

Rewarding Excellent Service

May 31, 2011 – 4:34 pm

I think you’ll agree, finding a great parking spot can make your day, especially when you’re running late or just simply want to finish your errands after a long day at work and get home. When I drive around and see these parking spots open time and again, I often wonder, “Are the superstars at […]

By Erika Blanchard | Posted in Brand Experience Management, Contact Center Best Practices, Customer Experience, Customer Retention, Voice of the Customer | Tagged , , , , , , , , , | Comments (34)

When it Comes to Loyalty…You Reap What you Sow

May 26, 2011 – 9:24 am

How loyal are your most loyal customers? According to a recent study from Harvard Business School (HBS), the customers you think are the most loyal are often the first to cast you aside when a competitor challenges your service superiority. I was surprised to find out after reading an article republished on Loyalty Today by […]

By Erika Blanchard | Posted in Brand Experience Management, Contact Center Best Practices, Customer Experience, Customer Loyalty Programs, Customer Retention | Tagged , , , , , , , | Comments (12)

Has the Homeshoring Revolution Fizzled?

May 24, 2011 – 8:06 am

Most of us remember or have been impacted at one time or another by the offshoring movement that began in the 1980s, when thousands of jobs and countless call center operations migrated overseas as a means for businesses to better control operating and hiring costs, wages, and taxes.  I can distinctly recall my first offshore […]

By Teresa Sinel | Posted in Contact Center Best Practices, Customer Experience, Virtual Workforce | Tagged , , , , , , , , , , , , , | Comments (1)

Customer Intelligence…The Ultimate Advantage

May 19, 2011 – 8:39 am

Most contact centers are not staffed with people who can sell, or who enjoy selling; and in many cases, asking the average contact center agent to sell can be counterproductive. According to a recent Accenture survey, 74 percent of customers find it frustrating to have a service agent attempt to sell them something. The reason […]

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)

Determining Your Return on Customer (ROC)

May 12, 2011 – 8:20 am

Customers are a far more scarce and valuable resource than any capital investment or expenditure – there are only so many customers available for the products and services you and your competitors offer. Once you have used them up, you are out of business. This may sound harsh, but it is so true – and […]

By Erika Blanchard | Posted in Contact Center Best Practices, Customer Experience, Customer Retention | Tagged , , , , | Comments (0)
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