Monthly Archives: January 2012

Where is Customer Loyalty Heading?

January 26, 2012 – 2:01 pm

Earlier this week, Loyalty 360—The Loyalty Marketing Association just released an executive briefing entitled, “Where is Loyalty Headed? An Inside Look at Trends Impacting the World of Customer Loyalty.”  This piece shares insights from industry leaders (including Mark Robeson, VIPdesk’s SVP of Sales & Marketing) regarding what’s on the horizon that will drive customer engagement […]

By Linda Dickerhoof Sperling | Posted in Customer Experience, Customer Loyalty Programs, Marketing, Social Media | Comments (0)

Ralph Lauren – the Epitome of Classic American Style

January 24, 2012 – 10:58 am

After reading the agenda for the National Retail Federation’s 101st Annual Convention & EXPO, which was held last week at the Javitz Center in New York, I clicked through to one of the sessions I would definitely attend had I been able to attend this year’s show:  How Ralph Lauren keeps a classic brand modern. […]

By Amy Campbell | Posted in Brand Experience Management, Customer Experience, Marketing, Retail | Comments (5)

The key to customer loyalty

January 19, 2012 – 12:32 pm

I often pay attention to research being conducted in the customer loyalty space, in order to stay abreast of recent developments, which is how I discovered the article “The Key to Customer Loyalty”, a piece on Forbes.com reviewing results of a recent PricewaterhouseCoopers review of the customer experience across a range of industries. I found […]

By Linda Dickerhoof Sperling | Posted in Customer Experience, Customer Retention | Comments (0)

Who Cares About Brand Loyalty?

January 17, 2012 – 8:30 am

ForeSee, one of the powerhouses in customer satisfaction surveys, came out with their 2011 e-retailer holiday assessment not too long ago. There were some big increases (Amazon.com, Avon, QVC, Apple, JC Penney), some significant declines (Netflix, Gap, Overstock), and a lot of good information about how the marketplace did this season in the eyes of […]

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

7 Customer Service Resolutions for 2012

January 10, 2012 – 11:00 am

It’s 2012, which means; a new calendar, a new year and a new opportunity to start over… Over the past week, I’ve seen a lot of resolutions come (and already go), but I feel that each year, we each have the opportunity to look back at what we discovered, what we learned along the way […]

By Erika Blanchard | Posted in Customer Experience, Customer Loyalty Programs, Customer Relationship Management, Customer Retention, Voice of the Customer | Tagged , , , , , , , , | Comments (0)
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