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 [...]
By Amy Campbell
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Posted in Brand Experience Management, Contact Center Best Practices, Customer Experience, Customer Relationship Management, Customer Retention
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Also tagged BEM, Brand Experience Management, CEM, Customer Experience, Customer Experience Management, Customer Service, CustServ
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November 22, 2011 – 12:17 pm
As we express our gratitude, we must never forget that the highest appreciation is not to utter words, but to live by them. -John Fitzgerald Kennedy As unbelievable as it is to me, the holiday season is, once again, upon us. I, personally, can’t believe how fast this year has flown by – although, [...]
September 15, 2011 – 10:09 am
Wondering what it takes to win with customer experience? Delivering a customer experience that your competitor’s can’t match is a guaranteed way to “win” – but it’s far from easy. I recently came across an article (or whitepaper) “What it takes to win with customer experience”, authored by three partners from Bain and Company; Tom [...]
Many marketers today don’t really understand what today’s “new” customer wants; nor do they know what marketing strategies and tactics work anymore. We all know that there has been a fundamental shift in marketing –The old “one-to-many” communications are no longer accepted and customers, today, expect more from companies across every industry. One thing that [...]
By Erika Blanchard
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Posted in Brand Experience Management, Contact Center Best Practices, Customer Experience, Customer Relationship Management, Customer Retention, Marketing
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Also tagged Advertising, Brand Experience Management, Brand Loyalty, CEM, CMO, Consumer Loyalty, Customer Care, Customer Experience, Customer Experience Management, Customer Loyalty, Customer Service, CustServ, Leadership, Loyalty, Marketing, Premium Customer Care, Social Media, WOM, Word of Mouth
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How many times can you recall in which you complained to a server, call center agent or salesperson? Probably too many to recall; conversely, how many times have you spoken to a manager or written a letter to compliment service that went above and beyond or simply reflected well upon the individual and company? It [...]
By James Koller
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Posted in Customer Experience
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Also tagged BEM, Brand Experience Management, Brand Loyalty, CEM, Customer Experience, Customer Experience Management, Customer Loyalty, Customer Service, CustServ, Excellent Service, Loyalty, Service
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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
