Tag Archives: ROI

Do You Believe?

January 5, 2012 – 11:15 am

When I recently came across the article “You Gotta Believe” by COLLOQUY Partner Jim Sullivan, I was intrigued. According to a recent COLLOQUY Loyalty Practitioner Study, an online survey of loyalty marketers, it was discovered that lack of belief in program ROI is the mother of all pain points. This survey, with nearly half of [...]

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

Article of Interest: Top 5 ROI Benefits of Customer Experience Management

September 29, 2011 – 9:56 am

OK, so there’s no set formula for calculating ROI on Customer Experience Management (CEM) and we all know that it’s not really possible to quantify quality. What we need to realize, however, is that improving customer experience is its own reward−Not to mention Customer Experience Management (CEM) programs offer committed users the added bonus of [...]

By Erika Blanchard | Posted in Brand Experience Management, Contact Center Best Practices, Customer Experience, Customer Loyalty Programs, Customer Relationship Management, Customer Retention | Also tagged , , , , , | Comments (1)

Webinar Recap: Social Customer Care: Strategy, Tools and ROI

December 9, 2010 – 9:59 am

Yesterday we hosted another webinar related to Social Customer Care, as this is a very hot topic with many businesses large and small. The webinar recording will be posted in the next few days, but since we had so much interest, I thought I would post a recap. We’ve all read (and heard) a lot [...]

By Erika Blanchard | Posted in Contact Center Best Practices, Customer Experience, Social Media | Also tagged , , , , , , , , , , | Comments (3)

Social Customer Care: Strategy, Tools and ROI

November 23, 2010 – 10:24 am

I just got home from the 2010 WOMMA Summit in Las Vegas and have to admit that I am totally pumped up from the great topics that were covered.  I will admit that I was bummed when I found out that that the only other session on social customer care (other than the session that [...]

By Linda Dickerhoof Sperling | Posted in News, Social Media, VIPdesk, Webinar | Also tagged , , , , , , | Comments (0)

Highlights from the Social Customer Virtual Summit

November 11, 2010 – 1:33 pm

So, I attended another virtual event on Wednesday: The Social Customer Virtual Summit (#SCVS), hosted by Lithium Technologies – Another great (and free) learning experience with some very knowledgeable and respected speakers whom I truly admire. All of the sessions were moderated by Jim Gold – who, by the way, is a fantastic moderator! Social [...]

By Erika Blanchard | Posted in Contact Center Best Practices, Customer Experience, Events, Social Media, Web 2.0 | Also tagged , , , , , , , | Comments (2)
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