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 [...]
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
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Posted in Contact Center Best Practices, Customer Experience, Customer Relationship Management, Customer Retention, Management
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Also tagged CEM, Customer Experience, Customer Experience Management, Customer Loyalty, Customer Service, custserv #custserv, Management
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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
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Posted in Brand Experience Management, Contact Center Best Practices, Customer Experience, Customer Relationship Management, Customer Retention, Marketing
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Also tagged Advertising, Brand Experience, Brand Experience Management, Brand Loyalty, CEM, CMO, Consumer Loyalty, Customer Care, Customer Experience, Customer Experience Management, Customer Loyalty, Customer Service, CustServ, Loyalty, Marketing, Premium Customer Care, Social Media, WOM, Word of Mouth
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April 26, 2011 – 10:40 am
A manager’s most difficult job is to manage, inspire, and encourage their teams to be better tomorrow than they are today, and that’s a tall order no matter how you slice it. Managers deal with different personalities, trying to keep their teams happy and performing their best, while at the same time being tasked with [...]
By Teresa Sinel
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Posted in Contact Center Best Practices, Management
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Also tagged Call Center, Call Center Best Practices, CCTR, Contact Center, Contact Center Best Practices, Leading a Team, Management, Management Tips, Managing, Training, VIPdesk
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I have been fortunate enough in my career to have started not one, but two, award-winning companies. And something I learned early on is that in the face of a potential work crisis, it is absolutely necessary to remain calm. Take a step back, take a look around, and never let them see you sweat. [...]
vipdesk
Erika Blanchard
Linda Dickerhoof Sperling
Sally Hurley
Teresa Sinel
James Koller
Melissa Carpenter
Mary Naylor
Othmar von Blumencron
Amy Campbell
Lindsay Gibson
Vladimir Poletaev
