Monthly Archives: August 2011

Walking in the Customer’s Shoes: Why Your Customers Turn to Social Media for their Customer Service Problems

August 30, 2011 – 9:37 am

I have spent the last two-plus months being a frustrated customer…a very frustrated customer.  I did everything by the book, followed protocol, adhered to chain of command, you name it, but no one was listening or helping or caring.  I felt like I had nowhere to turn for a service problem that was very real.  [...]

By Teresa Sinel | Posted in Customer Experience, Customer Retention, Social Media, Voice of the Customer | Tagged , , , , , , | Comments (8)

Article of Interest: 20 Ways to Kill Customer Loyalty

August 25, 2011 – 12:38 pm

Are your customers loyal? I’m sure you have some loyal customers, or odds are you wouldn’t be in business; however, I’m sure there’s quite a few that aren’t truly loyal to your company or your brand. Shep Hyken, the bestselling author, speaker and customer service expert recently published a list of “loyalty killers” in an [...]

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

The Public Loves Publix

August 23, 2011 – 9:44 am

Some might call it Southern hospitality, but I think the politeness and civility shown to customers by Publix’ employees is much more than that – it’s a corporate culture and philosophy.  And I’m not the only one who thinks so. Publix, the largest employee-owned supermarket in the country, has earned many customer service awards in [...]

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

Article of Interest: Creating Dramatically Different Customer Experiences

August 18, 2011 – 10:25 am

So how do companies differentiate themselves from their competitors? First, they need to be sure that they are focusing on the entire customer experience−from the store windows, the store touch points, the website, the telephone, via social media or a magazine. That customer experience needs to be dramatically different (and better) at every touch-point, as [...]

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

Turning Adequate Customer Service into a Memorable Customer Experience

August 16, 2011 – 9:40 am

What is the difference between adequate customer service and a truly memorable customer experience?  This should be a constant question that drives companies, none more so than aspiring young or small ventures.  Although this is subjective based on the values of the individual, most can agree that they can recognize it when they see it.  [...]

By James Koller | Posted in Brand Experience Management, Contact Center Best Practices, Customer Experience, Customer Retention | Tagged , , , , , , , , , , | Comments (0)
Follow

Get every new post delivered to your Inbox.

Join 58 other followers