Tag Archives: Brand Loyalty

Who Cares About Brand Loyalty?

January 17, 2012 – 8:30 am

ForeSee, one of the powerhouses in customer satisfaction surveys, came out with their 2011 e-retailer holiday assessment not too long ago. There were some big increases (Amazon.com, Avon, QVC, Apple, JC Penney), some significant declines (Netflix, Gap, Overstock), and a lot of good information about how the marketplace did this season in the eyes of […]

By Teresa Sinel | Posted in Brand Experience Management, Contact Center Best Practices, Customer Experience, Customer Loyalty Programs, Customer Relationship Management, Customer Retention | Also tagged , , , , , , , , , | Comments (1)

Article of Interest: Brand Loyalty or Loyalty to the Rewards?

December 1, 2011 – 10:31 am

Brand loyalty or loyalty to the rewards? This is an interesting question posed by Suzanne Vara recently on Social Media Today – and one that I often think about. We all know that times are tough and the economy isn’t what it used to be. For me, I know my perspective has changed quite a […]

By Erika Blanchard | Posted in Customer Experience, Customer Loyalty Programs, Customer Retention | Also tagged , , , , | Comments (1)

Article of Interest: The Greatest Customer Service Story Ever Told, Starring Morton’s Steakhouse

September 1, 2011 – 2:39 pm

So, I’ve been following Peter Shankman since I discovered HARO (help a reporter out) a couple of years ago; an extremely useful concept for both reporters and marketers alike. Since then, I’ve seen his following grow. Today he has 109,647 Twitter Followers, 51,889 Facebook Fans and a very impressive Klout score of 88. Not only […]

By Erika Blanchard | Posted in Brand Experience Management, Customer Experience, Customer Retention, Customer Spotlight, Social Media | Also tagged , , , , , , , , | Comments (0)

Premium Customer Care: Developing a Customer Experience Blueprint

July 28, 2011 – 2:39 pm

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 | Posted in Brand Experience Management, Contact Center Best Practices, Customer Experience, Customer Relationship Management, Customer Retention, Marketing | Also tagged , , , , , , , , , , , , , , , , , , | Comments (0)

The Key to Better Customer Service – Pay it Forward!

July 5, 2011 – 10:07 am

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 | Posted in Customer Experience | Also tagged , , , , , , , , , , , | Comments (2)
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