Tag Archives: Voice of the Customer

Walking in the Customer’s Shoes: Why Your Customers Turn to Social Media for their Customer Service Problems

August 30, 2011 – 9:37 am

I have spent the last two-plus months being a frustrated customer…a very frustrated customer.  I did everything by the book, followed protocol, adhered to chain of command, you name it, but no one was listening or helping or caring.  I felt like I had nowhere to turn for a service problem that was very real.  [...]

By Teresa Sinel | Posted in Customer Experience, Customer Retention, Social Media, Voice of the Customer | Also tagged , , , , , | Comments (8)

Rewarding Excellent Service

May 31, 2011 – 4:34 pm

I think you’ll agree, finding a great parking spot can make your day, especially when you’re running late or just simply want to finish your errands after a long day at work and get home. When I drive around and see these parking spots open time and again, I often wonder, “Are the superstars at [...]

By Erika Blanchard | Posted in Brand Experience Management, Contact Center Best Practices, Customer Experience, Customer Retention, Voice of the Customer | Also tagged , , , , , , , , | Comments (34)

How to REALLY Measure Loyalty

April 28, 2011 – 8:25 am

Sure, many companies measure loyalty, but are those companies measuring the right things? This may not be something that you’ve really thought about as you, most likely, already have standard measurement practices in place. According to Jannie Hofmeyr, Ph.D, companies can’t predict what people will do by how satisfied they are. It’s also important to [...]

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

How Effective Is Your Customer Loyalty Program?

March 31, 2011 – 9:23 am

I am a huge fan of Loyalty Programs – and for most of the ones I’ve joined, I feel I get value out of the programs I utilize; like My Coke Rewards, My Paw Points, my CVS Extra Care Card, not to mention all of my frequent flier and hotel programs – but it looks [...]

By Erika Blanchard | Posted in Brand Experience Management, Customer Experience, Customer Loyalty Programs, Customer Retention, Voice of the Customer | Also tagged , , , , , , , , , , , | Comments (27)

The Keys to a Successful Loyalty Program

March 29, 2011 – 9:30 am

  Loyalty programs have been around for quite some time. One of the first real loyalty programs was S&H Green Stamps which emerged in the 1930’s. Customers would receive stamps at the checkout counter of supermarkets, department stores, and gas stations among other retailers, which could be redeemed for products in their catalog. In 1981 [...]

By Erika Blanchard | Posted in Customer Loyalty Programs, Customer Relationship Management, Customer Retention, Voice of the Customer | Also tagged , , , , , , | Comments (29)
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