Tag Archives: Quality Service

Who is J.D. Power, Anyway?

October 11, 2011 – 1:30 am

In my position as research assistant at VIPdesk, I often list and quote companies that top and make various J.D. Power & Associates surveys and lists but until recently, I never really thought much about the J.D Power and Associates firm or even the man behind the noted and respected company. Getting a top spot […]

By Amy Campbell | Posted in Brand Experience Management, Contact Center Best Practices, Customer Experience | Also tagged , , , , , , , , , , | Comments (0)

J.D. Power and Associates releases ‘Achieving Excellence in Customer Satisfaction’ Report and Names 40 Customer Service Champions for 2011

March 3, 2011 – 9:15 am

If you follow this blog regularly or follow us on Twitter, you know that we talk a lot about customer service – and how important it is for companies to deliver excellent customer service. J.D. Power and Associates recently released a report ‘Achieving Excellence in Customer Satisfaction’ which contains a unique cross-industry analysis based on […]

By Erika Blanchard | Posted in Brand Experience Management, Contact Center Best Practices, Customer Experience, Customer Relationship Management, Customer Retention, Customer Spotlight, Retail, Voice of the Customer | Also tagged , , , , , , , , , , , , , , , , | Comments (0)

Five Star Service Requires Five Star Training

December 28, 2010 – 3:25 pm

A properly trained customer service staff is the cornerstone of a memorable experience.  The training of a team can get lost in the shuffle of service offerings and budgetary constraints.  However, even the most robust services and experience rings hollow when the support team is inadequately prepared to represent the brand. I recently had the […]

By James Koller | Posted in Concierge, Contact Center Best Practices, Customer Experience | Also tagged , , , , , , | Comments (6)

The Fine Art of No Service

October 19, 2010 – 10:01 am

I recently had the great fortune of visiting a resort off the Florida Keys- Little Palm Island Resort & Spa.  It is situated on a beautiful five acre island- completely surrounded by water.  My visit started as out as an incredible luxury hotel experience…I was greeted with a tropical beverage and shuttled via a beautiful […]

By Sally Hurley | Posted in Concierge, Customer Experience | Also tagged , , | Comments (0)

Finding the Needle of Customer Service Quality in a Haystack of Marketing Claims

September 28, 2010 – 5:26 pm

Webster’s defines quality as “producing or providing products or services of high quality or merit.”  Applying this to products is oftentimes easier for products than services.  For example, an automobile can have initial quality – great features for the price, while the long-term definition relies upon reliability, safety and even resale value.   Determining quality is […]

By James Koller | Posted in Contact Center Best Practices, Customer Experience | Also tagged , , | Comments (0)
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