Tag Archives: Customer Experience

Article of Interest: Loyalty Cards, Rewards Help Snag Customers

July 26, 2012 – 9:46 am

How many of us walk around with a keychain full of loyalty cards, far outweighing the amount of keys that are actually meant for the KEYchain? I only have one key (to my car), on my keychain. My house has a keypad lock, which eliminates the need to carry a key – and I leave […]

By Erika Blanchard | Posted in Brand Experience Management, Customer Loyalty Programs, Customer Retention | Also tagged , , | Comments (3)

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

The Golden Rule

July 3, 2012 – 12:26 pm

“Do unto others, as you would have them do unto you” Ah, the golden rule, engrained in many, practiced by….some. The Golden Rule, or ethic of reciprocity is an ethical code, or morality, that spans many generations and can be found in some form in almost every ethical tradition. It’s the one rule that most […]

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

Executive Insights: Mark Robeson

June 28, 2012 – 9:23 am

The article reprinted below appeared in the recently-published Q2 issue of Loyalty Management magazine, which is published by Loyalty 360. Mark Robeson, Senior Vice President, Sales & Marketing with VIPdesk, has over 18 years’ experience designing and managing bespoke B2B and B2B2C customer loyalty program enhancements for Fortune 500 clients, luxury brands, and other brand-conscious […]

By Erika Blanchard | Posted in Brand Experience Management, Customer Experience, Customer Relationship Management, Customer Retention, Executive Team, Marketing | Also tagged , , | Comments (0)
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