Tag Archives: Customer Service

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 Language of Social Media

May 15, 2012 – 11:45 am

“Words – so innocent and powerless as they are, as standing in a dictionary, how potent for good and evil they become in the hands of one who knows how to combine them.”  ~ Nathaniel Hawthorne Social Media, as the name implies, involves person-to-person or group-to-group communications that use a wide variety of technological mediums.  […]

By Teresa Sinel | Posted in Brand Experience Management, Customer Experience, Social Media | Also tagged , , | Comments (3)

In Booming Pet Industry Personal Service is Key

May 8, 2012 – 9:21 am

This week is Pet Appreciation Week , a time I believe should be not only for pet owners to appreciate their pets, but for the pet industry to appreciate the customers who have taken what was once a niche industry and made it a powerhouse: The  2011-2012 APPA National Pet Owners Survey showed that 62% of […]

By Vladimir Poletaev | Posted in Brand Experience Management, Customer Experience, Customer Relationship Management, Customer Retention | Also tagged , , , , | Comments (0)

The Power Behind Random Acts of Kindness: How Paying it Forward with Team Members Can Benefit Your Relationships, Your Customers, and Your Business

April 23, 2012 – 11:10 pm

By nature, people want to help others.  Doing something meaningful for someone else is an endorphin-releaser that makes us feel good.  It also starts a chain reaction.  When someone does something nice for us, we want to perpetuate that good deed and do something nice for others. One of my favorite commercials that so beautifully […]

By Teresa Sinel | Posted in Brand Experience Management, Customer Experience, Customer Relationship Management, Customer Retention, News | Also tagged , , , | Comments (1)
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