Monthly Archives: July 2012

5 Best Practices for Loyalty Programs

July 31, 2012 – 10:26 am

It’s not often you hear a business owner claim that they have as much business as they can handle. So, with that in mind – let’s talk about the bottom line. There are two ways a business can grow and prosper. First via customer acquisitions, which can be costly and very time-consuming. The other way […]

By Erika Blanchard | Posted in Brand Experience Management, Customer Loyalty Programs, Marketing | Tagged , , , , | Comments (1)

Article of Interest: Loyalty Cards, Rewards Help Snag Customers

July 26, 2012 – 9:46 am

How many of us walk around with a keychain full of loyalty cards, far outweighing the amount of keys that are actually meant for the KEYchain? I only have one key (to my car), on my keychain. My house has a keypad lock, which eliminates the need to carry a key – and I leave […]

By Erika Blanchard | Posted in Brand Experience Management, Customer Loyalty Programs, Customer Retention | Tagged , , , | Comments (3)

Are there demographics of a “typical” Concierge user?

July 24, 2012 – 12:35 pm

Is there a “typical” Concierge user?  VIPdesk’s Mark Robeson was asked this question last week during a webinar he presented on the benefits of Concierge service as a component of an overall customer loyalty program, and his answer was enlightening for anyone involved in the management of marketing a Concierge program. Q: Is there a […]

By Linda Dickerhoof Sperling | Posted in Concierge, Customer Relationship Management, Customer Retention, VIPdesk | Tagged , , | Comments (2)

Consumers are Savvy to Scripted Service Encounters

July 19, 2012 – 11:24 am

Scripted calls. We’ve all been there – and oftentimes it’s easy to tell when a call is scripted. I know I’ve been involved in service calls where the agent actually appears to be reading (and more than likely, is reading). I recently came upon an article titled, “New Research Shows Consumers are Savvy to Scripted […]

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

The Core of Customer Service – It May Not Be What You Think…

July 17, 2012 – 12:34 pm

Everyone has their own take on what makes a top-notch customer service experience and most companies have teams dedicated to ensuring that their beliefs, value systems, and service delivery expectations are properly baked into training, marketing, and recruiting materials.   We want to be viewed as the best, we look to hire the best, and we […]

By Teresa Sinel | Posted in Brand Experience Management, Customer Experience, Customer Loyalty Programs, Customer Relationship Management, Customer Retention | Tagged , , , | Comments (2)
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