Tag Archives: Customer Retention

Article of Interest: Rewards Breakage – Boon or Bane?

September 8, 2011 – 8:48 am

I recently read a rather lengthy article, “Rewards breakage-boon or bane? The role of technology in optimizing breakage” by Sanjai Velayudhan, Senior Manager, Loyalty Programs, ITC Infotech. This article was eye opening on the amount of breakage left on the table each year – and the detrimental effects this breakage has to companies across industries. [...]

By Erika Blanchard | Posted in Brand Experience Management, Customer Loyalty Programs, Customer Retention | Also tagged , , , , , , | Comments (0)

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 | Posted in Customer Experience, Customer Retention, Social Media, Voice of the Customer | Also tagged , , , , , | Comments (8)

These Are a Few of My Favorite (Customer Service) Things

June 28, 2011 – 10:34 am

I’ve spent a good chunk of my career monitoring customer and agent interactions and I could probably write a book about the spicier things I’ve heard when listening to live and recorded calls.  Some have made me laugh, some have made me cringe, and some have almost made my hair stand on end.  You may [...]

By Teresa Sinel | Posted in Contact Center Best Practices, Customer Experience, Customer Retention | Also tagged , , , , , , , | Comments (21)

Characteristics of a Great Concierge

June 21, 2011 – 11:19 am

In my previous post: Concierge Services: From the Hotel Lobby to the Palm of Your Hand, we discussed several different mediums where concierge services are offered beyond the hotel lobby. Many of which are the result of rewards and loyalty programs offered in banking, credit cards, and other industries.  No matter what the medium, the [...]

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

Article of Interest: Seven Ways to Make Your Customers Love You

June 16, 2011 – 9:59 am

The article Seven Ways to Make Your Customers Love You is a great article; but quite honestly, a lot of the information is mere common sense. It is good, however, to read (and share) articles such as this. Many companies (and the people who make up the companies) sometimes seem to forget−or neglect−the basics, like [...]

By Erika Blanchard | Posted in Brand Experience Management, Customer Experience, Customer Loyalty Programs, Customer Retention | Also tagged , , , , , , , , , | Comments (0)
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