A Look Back at 2010: Social Media, Customer Experience and Loyalty
As 2010 comes to a close and I reflect upon the past 12 months, it’s clear that 2010 was a momentous year for many of us. I think it’s important to look back and reflect on the exciting changes that...
View ArticleWhen it Comes to Customer Service – Zappos Just Gets It!
I’m a huge fan of Zappos – their philosophy, their culture and their obsession with customer service. Zappos has customer service down to a science. They place a great emphasis on their company...
View ArticleCustomer Satisfaction and Customer Experiences: 2 Very Different Things
Here at VIPdesk, we always try create memorable brand experiences – to not only satisfy our customers, but our customers’ customers. Customer Think recently posted an interesting article, written by...
View ArticleBridging the Global Customer Service Gap
Many of us joke about living in a small world and these days, it is fairly easy to cross paths with people from all parts of the country and all parts of the globe. We even have the ability to...
View ArticleFriday March 4th is Employee Appreciation Day
Friday is Employee Appreciation Day – which means there’s not much time to plan something for your team. If you weren’t aware of this monumental business celebration – or aren’t sure what it means to...
View ArticleJ.D. Power and Associates releases ‘Achieving Excellence in Customer...
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...
View ArticleBanking on Stellar Customer Service
I recently had to pay a visit to the local branch of the bank that holds my mortgage and before I left was told that if I was eligible for free premium checking (with free checks no less), free...
View ArticleThe Cost of Customer Loyalty Depends Upon Employee Engagement
I recently read an article by Eva Jenkins who pointed out some very interesting statistics on customer loyalty and employee engagement. According to a recent survey by Aberdeen Research, 80% of...
View ArticleBehind the Customer Experience
Recently I read an article, “Customer Experience Drives Satisfaction and Loyalty” by Jeffery Henning, Founder and VP of Strategy which explains the distinct differences and correlations between...
View ArticleWho Cares About Brand Loyalty?
ForeSee, one of the powerhouses in customer satisfaction surveys, came out with their 2011 e-retailer holiday assessment not too long ago. There were some big increases (Amazon.com, Avon, QVC, Apple,...
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