Monthly Archives: September 2011

Article of Interest: Top 5 ROI Benefits of Customer Experience Management

September 29, 2011 – 9:56 am

OK, so there’s no set formula for calculating ROI on Customer Experience Management (CEM) and we all know that it’s not really possible to quantify quality. What we need to realize, however, is that improving customer experience is its own reward−Not to mention Customer Experience Management (CEM) programs offer committed users the added bonus of [...]

By Erika Blanchard | Posted in Brand Experience Management, Contact Center Best Practices, Customer Experience, Customer Loyalty Programs, Customer Relationship Management, Customer Retention | Tagged , , , , , , | Comments (1)

Finding Moments of Greatness in a Virtual World

September 27, 2011 – 1:50 pm

If you’ve been in the business of serving customers for more than a few years, you are fairly well versed in the ups and downs as well as the ins and outs of our industry.  Through thick or thin, we are driven by the value of what we do and hold strong to our mission, [...]

By Teresa Sinel | Posted in Brand Experience Management, Contact Center Best Practices, Management, VIPdesk, Virtual Workforce, Webinar | Tagged , , , , , , , , , , | Comments (0)

Article of Interest: 5 Mobile Trends Loyalty Marketers Should Watch

September 22, 2011 – 11:27 am

I’m not sure about you, but I don’t know many people today without a smartphone, which is a tell-tale sign that companies should be paying attention to this ever-evolving trend. As a matter of fact as of July 2011, 82.2 million Americans owned Smartphones. I, personally, do so much more on my iPhone than talk [...]

By Erika Blanchard | Posted in Brand Experience Management, Contact Center Best Practices, Customer Loyalty Programs, Customer Retention | Tagged , , , , , , | Comments (1)

Customer Service: Practice what you preach

September 20, 2011 – 12:15 pm

I think we all know that many companies are seriously deficient in quality customer service. I know in any given week, I am horrified on at least a few occasions – either in person at a store or over the phone.  This week, I called another major company and was on hold for over 19 [...]

By Erika Blanchard | Posted in Contact Center Best Practices, Customer Experience, Customer Relationship Management, Customer Retention, Management | Tagged , , , , , , , | Comments (17)

Article of Interest: What it Takes to Win With Customer Experience

September 15, 2011 – 10:09 am

Wondering what it takes to win with customer experience? Delivering a customer experience that your competitor’s can’t match is a guaranteed way to “win” – but it’s far from easy. I recently came across an article (or whitepaper) “What it takes to win with customer experience”, authored by three partners from Bain and Company; Tom [...]

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