Tag Archives: Leadership

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)

Training the Next Generation

June 19, 2012 – 10:45 am

My son is graduating from high school this Saturday and I swear I don’t know how we ended up here, with him all grown up and me wondering where the years went.  Yes, it’s clichéd, but boy, is it a huge dose of reality for me. You’d think that I wouldn’t be surprised when all […]

By Teresa Sinel | Posted in Contact Center Best Practices, Management | 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)

Customer Service: Practice what you preach

September 20, 2011 – 12:15 pm

I think we all know that many companies are seriously deficient in quality customer service. I know in any given week, I am horrified on at least a few occasions – either in person at a store or over the phone.  This week, I called another major company and was on hold for over 19 […]

By Erika Blanchard | Posted in Contact Center Best Practices, Customer Experience, Customer Relationship Management, Customer Retention, Management | Also tagged , , , , , , | Comments (21)

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)
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