Kim Campbell

Building a Better Loyalty Program (and the Reward for Getting It Right)

by Kim Campbell in Kim Campbell, Loyalty Program Management

  Check your wallet (digital and/or physical) – do you have loyalty cards for your favorite retail outlets? Gas, grocery, fashion, technology… and probably more. Salesforce research says consumers like us belong to 4.3 loyalty programs on average. And you’re probably spending a decent amount of money at those places. If, for example, you’re a […]

 

Read More

Setting the Scene for a Successful Outsourced Implementation

by Kim Campbell in Contact Center Outsourcing, Customer Service Outsourcing, Kim Campbell

*Big News! This article was a winner in the reader-voted Customer Contact Central MVP Awards 2022!*  Picture yourself on the other side of the arduous RFP process (woohoo!) with your chosen contact center outsourcer on your side. Now, you can take a deep breath and get down to the serious business of implementing your program. […]

 

Read More

The Evolution of Customer Experience in the Travel Industry

by Kim Campbell in Customer Experience, Customer Service Trends, Kim Campbell

  Few industries are quite like travel. Can you think of any other industry where anxiety is baked into the product or service? Even before the pandemic, customers found themselves faced with myriad rules, restrictions, and bottlenecks to navigate before reaching their destination, leading to many a meltdown at checkpoints and terminals around the world. […]

 

Read More