Category Archives: Customer Relationship Management

VIPdesk Webinar: Increasing Loyalty to Your Customer Loyalty Program via Concierge Service

October 11, 2012 – 12:52 pm

Our next webinar, “Increasing Loyalty to Your Customer Loyalty Program via Concierge Service“,  will be held on Thursday November 15, 2012 at 1:00 p.m. ET. Held in coordination with Loyalty 360, this webinar will provide attendees with insight into the best ways to integrate concierge service into an overall customer loyalty offering.  Presenter Mark Robeson, VIPdesk’s […]

By Linda Dickerhoof Sperling | Also posted in Concierge, Customer Experience, Customer Loyalty Programs, Loyalty 360, Webinar | Comments (0)

What’s old is new again: The handwritten note

August 22, 2012 – 10:33 am

Retro isn’t only in fashion on the catwalk, but also in regards to customer service.  Earlier this month, wireless carrier Sprint kicked off an initiative in which employees regularly take the time out of their schedule to send handwritten thank you notes to customers.  The company has sent close to 500,000 handwritten notes thus far, […]

By Linda Dickerhoof Sperling | Also posted in Brand Experience Management, Brand Loyalty, Customer Loyalty Programs, Loyalty Programs | Comments (1)

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 | Also posted in Concierge, 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 | Also posted in Concierge, Contact Center Best Practices, Customer Experience, 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 | Also posted in Brand Experience Management, Customer Experience, Customer Loyalty Programs, Customer Retention | Tagged , , , | Comments (2)
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