February 28, 2012 – 8:23 am
James Cash Penney opened his first store in 1902 and named it “The Golden Rule,” which was also the store’s credo – treat people as you would like to be treated. I think Mr. Penney would be happy with the new policy the store that bears his name instituted on February 1, JCPenney “Fair and [...]
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. [...]
December 13, 2011 – 1:11 pm
The idea behind Overstock.com is really cool. Not only can customers shop for top quality brands at a tremendous savings under one cyber umbrella but to manufacturers, retailers and distributors the company provides an alternative selling channel. I’m a big fan of the company for several reasons. One is the merchandise freshness. You just never [...]
Posted in Brand Experience Management, Contact Center Best Practices, Customer Experience, Customer Relationship Management, Customer Retention
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Tagged BEM, Brand Experience, Brand Experience Management, CEM, Customer Experience, Customer Experience Management, Customer Service, CustServ
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November 15, 2011 – 10:17 am
Helping my co-workers prepare for our November 15th Webinar, “Rewarding Customer Loyalty One Unforgettable Experience at a Time” took me back to my years working in the incentive marketing business for John E. Connelly, who was a groundbreaker in the incentive field back in 1958 and who continued as an industry leader for the next [...]
Posted in Brand Experience Management, Contact Center Best Practices, Customer Loyalty Programs, Customer Relationship Management, Customer Retention, Financial Services
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Tagged Customer Experience, Customer Loyalty, Customer Loyalty Programs, Customer Service, Financial Services, Loyalty, Loyalty Incentives, Loyalty Programs
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October 11, 2011 – 1:30 am
In my position as research assistant at VIPdesk, I often list and quote companies that top and make various J.D. Power & Associates surveys and lists but until recently, I never really thought much about the J.D Power and Associates firm or even the man behind the noted and respected company. Getting a top spot [...]
Posted in Brand Experience Management, Contact Center Best Practices, Customer Experience
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Tagged Award, BEM, Brand Experience Management, Customer Experience, Customer Service, Customer Service Award, Customer Service Champions, J.D. Power and Associates, James David Power III, JD Power and Associates, Quality Service, Service Excellence
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vipdesk
Erika Blanchard
Linda Dickerhoof Sperling
Sally Hurley
Teresa Sinel
James Koller
Melissa Carpenter
Mary Naylor
Othmar von Blumencron
Amy Campbell
Lindsay Gibson
Vladimir Poletaev
