Christine O'Brien

Relationship First, Loyalty Cards Second

Is your wallet giving you a sore back à la George on Seinfeld? Brian Palmer, in a recent Slate article, blames the loyalty reward cards and frequent customer punch tickets for your problem. As he writes, "Loyalty cards are usually a bad business strategy…. If...

How Companies Can Encourage Employee Loyalty

"I'm putting in my hours for the week and that's all this company's getting out of me." We hear a lot of talk about inspiring customer loyalty through first-rate service, but it's next to impossible to achieve the kind of customer-company interactions needed to build...

How to Build a Legion of Brand Advocates

What if your company could tap into a group of people that not only marketed your new products and services, but also defended you against hateful comments, gave you valuable feedback, and responded to questions from other customers on forums and message boards? Pretty valuable,...

Yelp Scares off Fake Reviewers with Red Badges of (Dis)Honor

If you're reading this post, you've probably relied on an online review before—most likely in the last month. Whether it's to find a new restaurant for the night, the best local salon, or a trustworthy handyman, many people are turning to online reviews to...

Infographic: Benchmark study shows WFO drives year-over-year gains

A recent report from Aberdeen Research provides some telling findings around how best-in-class businesses distinguish themselves from what can be considered average or laggard companies with regard to their use of workforce optimization software in the contact center. What these numbers suggest,...

Reaching Global Markets ahead of the Internet

In societies where smartphones have flooded the market and "let me Google that" is an everyday phrase, it's easy to forget that the Internet isn't as evenly spread across the entire world. In Africa, only 16% of the population is online, and 38% in...

The Right Time and the Wrong Time to Impact Customer Experience

There is a right time and a wrong time to try and influence customers' opinion of your brand. The right time is when you have the customer on the phone or in the process of an interaction, when you have the opportunity to deliver...

Listening to Customers Can be Good for Your Bottom Line (and Waistline)

You may have noticed a new addition to your local Starbucks menus recently. Alongside the familiar standbys of Mocha Frappuccinos and Vanilla Lattes, you now get a more immediate gut check: caloric counts. While some may complain that they no longer get to enjoy...

How to Help Employees Be More Productive Telecommuters

Telecommuting—a major benefit for employees looking for more flexibility—can also save the company money and help employees become more engaged with their jobs. All of these benefits, however, are dependent on employees that are actually productive in the telecommuting role. As many find out when...

Bad Press, Good Publicity? Social Networks Beg to Differ

In a lot of hand-me-down public relations wisdom, we used to hear "there's no such thing as negative press" and "any publicity is good publicity." But in today's socially networked world where online anecdotes spread faster than rumors about free donuts in the break...

Infographic: What Does It Cost to Fail at Customer Experience?

When a company fails to deliver the customer experience a customer expects, customers are not shy about sharing their disappointment. When we experience bad customer service most of us will tell an average of 16 people about it. Apparently, 13 percent of us (that...

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