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Using Concierge to promote and fulfill other customer benefits can have a positive impact on overall customer satisfaction and service quality.
Several of our clients currently utilize their Concierge via a “gateway servicing model” in which Concierge service is the primary delivery channel for both information about and redemption of all membership benefits. With this model, Concierge aren’t simply responding to Concierge requests, but are also handling travel inquiries, making travel bookings, responding to inquiries regarding other benefits and fulfilling other benefits.
The benefit that we have discovered with this “gateway servicing model” is two-fold:
For an example of this, let’s look at a brand that provides its customers with access to an airport lounge benefit.
This is a win-win situation, as the Concierge is not only promoting specific marketing assets or program benefits, but doing so in a situation in which they are of use to the customer. The end result is an much higher engagement level between the customer and your product than you would see if calls were routed to the airport lounge provider who doesn’t know about the other benefits available to your customers, or someone else lacking the skill set necessary to cohesively promote the benefits in the manner natural to a Concierge.
Learn more about Concierge service during the upcoming webinar, “Increasing Loyalty to Your Customer Loyalty Program via Concierge Service”, which will be held on November 15, 2012 at 1:00 p.m. ET. More information about this webinar is available online at http://bit.ly/T8SmwC.
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