Monthly Archives: June 2011

Social Media Use by the Super Affluent Consumer

June 30, 2011 – 8:55 am

My Aunt Gale would have been considered a super affluent consumer (generally meaning her annual income exceeded 500K), however she would have rolled her eyes at the label. Aunt Gale was much like her demographic counterparts in her extreme brand loyalty—Cadillac was her only car brand (and she only bought them in black).   I recall […]

By Amy Campbell | Posted in Brand Experience Management, Customer Loyalty Programs, Social Media | Tagged , , , , , , , , , , , , , , | Comments (0)

These Are a Few of My Favorite (Customer Service) Things

June 28, 2011 – 10:34 am

I’ve spent a good chunk of my career monitoring customer and agent interactions and I could probably write a book about the spicier things I’ve heard when listening to live and recorded calls.  Some have made me laugh, some have made me cringe, and some have almost made my hair stand on end.  You may […]

By Teresa Sinel | Posted in Contact Center Best Practices, Customer Experience, Customer Retention | Tagged , , , , , , , , | Comments (21)

Article of Interest: Your Wallet Does Not Dictate Your Loyalty. So Why Does It Dictate Your Loyalty Program?

June 23, 2011 – 10:27 am

Did you know that the average loyalty program gives 3 to 5 percent of revenues back to the customer? It’s true−and most loyalty programs are based on points and rewards based on how much money the consumer spends. That is all well and good−and point based loyalty programs work well (for both consumer and brand) […]

By Erika Blanchard | Posted in Customer Loyalty Programs | Tagged , , , , , , , | Comments (0)

Characteristics of a Great Concierge

June 21, 2011 – 11:19 am

In my previous post: Concierge Services: From the Hotel Lobby to the Palm of Your Hand, we discussed several different mediums where concierge services are offered beyond the hotel lobby. Many of which are the result of rewards and loyalty programs offered in banking, credit cards, and other industries.  No matter what the medium, the […]

By Erika Blanchard | Posted in Concierge, Customer Loyalty Programs | Tagged , , , , , , , | Comments (1)

Article of Interest: Seven Ways to Make Your Customers Love You

June 16, 2011 – 9:59 am

The article Seven Ways to Make Your Customers Love You is a great article; but quite honestly, a lot of the information is mere common sense. It is good, however, to read (and share) articles such as this. Many companies (and the people who make up the companies) sometimes seem to forget−or neglect−the basics, like […]

By Erika Blanchard | Posted in Brand Experience Management, Customer Experience, Customer Loyalty Programs, Customer Retention | Tagged , , , , , , , , , , | Comments (0)
Follow

Get every new post delivered to your Inbox.

Join 91 other followers