Category Archives: Voice of the Customer

The Art of Listening and Its Impact on the Customer Experience

May 30, 2012 – 9:33 am

“The greatest compliment that was ever paid me was when one asked me what I thought, and attended to my answer.”  ~ Henry David Thoreau I try to be a good listener.  I really do.  But I am totally guilty of violating (at least) one cardinal rule of good listening.  I start mentally formulating my [...]

By Teresa Sinel | Also posted in Brand Experience Management, Contact Center Best Practices | Tagged , | Comments (0)

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 | Also posted in Customer Experience, Customer Loyalty Programs, Customer Relationship Management, Customer Retention | Tagged , , , , , , , , | Comments (0)

Holiday Shopping: The Good, The Bad, The Ugly – and How to Survive

December 6, 2011 – 11:33 am

Now that Thanksgiving, Black Friday, Small Business Saturday and Cyber Monday are behind us – I thought this would be a good time to reflect on the good, the bad and the ugly. Much of what we talk about on this blog is about customer service and customer loyalty. Our core service offerings are personalized [...]

By Erika Blanchard | Also posted in Brand Experience Management, Customer Experience, Customer Relationship Management, Customer Retention | Tagged , , , , , , , , , | Comments (1)

When Customer Sense is Common Sense: Netflix, a Lesson Learned

November 8, 2011 – 10:35 am

 “A wise man learns from his mistakes, but an even wiser man learns from the mistakes of others.”                                                                             [...]

By James Koller | Also posted in Customer Experience | Tagged , , , , , , | Comments (6)

Walking in the Customer’s Shoes: Why Your Customers Turn to Social Media for their Customer Service Problems

August 30, 2011 – 9:37 am

I have spent the last two-plus months being a frustrated customer…a very frustrated customer.  I did everything by the book, followed protocol, adhered to chain of command, you name it, but no one was listening or helping or caring.  I felt like I had nowhere to turn for a service problem that was very real.  [...]

By Teresa Sinel | Also posted in Customer Experience, Customer Retention, Social Media | Tagged , , , , , , | Comments (8)
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