Teresa Sinel

Teresa Sinel

VIPdesk
Teresa Sinel is the Director of Operations, Analytics and Innovation for VIPdesk, the award-winning pioneer of home-based virtual customer care solutions for global brand leaders committed to enhancing their brand experience. Serving over 40 client programs and 10 million customers, VIPdesk specializes in delivering Concierge Programs, Contact Center Services, and loyalty programs for national brand leaders in the travel, auto, financial services, real estate and retail industries.
  • 1 comments 335 reads
    Posted on 2012-05-15

    “Words – so innocent and powerless as they are, as standing in a dictionary, how potent for good and evil they become in the hands of one who knows how to combine them.”  ~ Nathaniel Hawthorne

    Social Media, as the name implies, involves person-to-person or group-to-group communications that use a wide variety of technological mediums.  It can be delivered or accessed online through blogs, instant messages, social networking sites, email, websites, webinars, live chats, and any place where you can leave a comment, thought, or opinion.  It is also available in growing popularity via mobile phones and smart phones which offer text messaging, video messaging, online internet surfing, and mobile connections to Facebook, Twitter, LinkedIn, and many more.

    Social Media has done a lot to bring our planet closer together and we are connected like never before, able to interact with people all around the world anywhere, anytime.  But Social Media is also a bubble-like...

  • 0 comments 427 reads
    Posted on 2012-04-24

    By nature, people want to help others.  Doing something meaningful for someone else is an endorphin-releaser that makes us feel good.  It also starts a chain reaction.  When someone does something nice for us, we want to perpetuate that good deed and do something nice for others.

    One of my favorite commercials that so beautifully illustrates this principal is by Liberty Mutual.  It shows how one small, simple act of kindness can spark other acts of kindness and demonstrates just how influential these gestures are in terms...

  • 0 comments 363 reads
    Posted on 2012-03-14

    As a former big city girl living in Denver during my formative years and Chicago in my 20s and 30s, I always wondered what life in the country would be like but never enough to give it more than a passing thought.  I was sure it would be too boring for me and that I would miss the hustle, bustle, and abundance of shopping and entertainment venues that had become part of my routine.  The pace of rural life would simply be too slow for me and the lack of amenities would get very old very quickly.

    It wasn’t until the late 90s that I really started giving the whole country living idea some strong consideration.  Even though I loved Chicago and it’s still my favorite big city, I was burned out in my career and fed up with the daily grind.  I just couldn’t do it anymore – the hour-plus commute back and forth each day, crazy people on the freeways, tolls, and the indifferent, stressed out coworkers and management team.  Even a move back to Denver didn’t cut it.  I was really being...

  • 0 comments 642 reads
    Posted on 2012-02-24

    Just like Life, there is a Great Circle of Shopping.  Companies make products that appeal to us, we buy those products, we enjoy the great service that goes along with it, and we keep coming back.  If any of those elements are missing, however, the cycle is broken and we take our business elsewhere to start the Great Circle all over again.

    I believed this 20 years ago and I believe it even more today…what we buy and where we buy it is an emotional decision.  We may think that as consumers we spend our dollars in a methodical, rational way;  but truth be told we are all buying with our hearts more than our heads.   If that wasn’t true, merchandisers wouldn’t spend so much time and money trying to appeal to our impulse-buying senses.  If we’re being honest with ourselves, we make most of our buying decisions simply because there is something that catches our eye and we want it.  Even if you’re the type of consumer that labors over every purchase, you’re still...

  • 0 comments 867 reads
    Posted on 2012-02-07

    My household after work is probably not a lot different from yours.  Assuming everyone is home for the evening meal, there is the requisite “what do you want for dinner?” question followed almost religiously by the “I don’t know…you pick” response, which invariably leads to an uninspired selection based on how quickly and easily it can be put on the table.  After dinner and at times during dinner if I’m being completely honest, we sit down to watch a comedy because it’s something the three of us usually agree on and it sets a positive tone for the night.

    Once the meal is over, however, all nighttime viewing bets are off.  My husband, son...

  • 0 comments 802 reads
    Posted on 2012-01-17

    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, JC Penney), some significant declines (Netflix, Gap, Overstock), and a lot of good information about how the marketplace did this season in the eyes of the consumer.

    Surveys like this tap into a part of the population that has a propensity to provide feedback and it is a goldmine for companies that take customer service seriously.  The few...

  • 0 comments 683 reads
    Posted on 2011-11-29

    How did you shop over the Thanksgiving weekend?  If you’re like a growing number of consumers, you may have taken advantage of in-store craziness on Black Friday but by the end of the weekend, you and 226 million of your fellow bargain hunters were looking forward to the quiet and comfort of virtual shopping at home.  It was a good long weekend for online retailers, too.  Black Friday raked in $816 million and Cyber Monday has been projected to generate a record-breaking $1.2 billion, both increases over last year.

  • 0 comments 624 reads
    Posted on 2011-11-02

    Even though there are new deals every day, owning a cell phone is not cheap.  For a family of four, it’s not uncommon to spend more on phone and data plans than on water, electricity, and heat combined.  Granted, many households are ditching their land lines and going completely mobile, which is a balance of sorts, but spending $200-$400 on a family plan is still somewhat daunting in the overall picture of things.

    Two years ago, I got an LG Voyager and could not see why anyone would spend $30 extra a month per person for the privilege of having a smart phone.  I was looking for form and function, my cell phone needs were few, and I could not justify the added expense unless I won the lottery or landed a windfall from a generous benefactor (neither have happened yet, but I remain hopeful).   I liked (and still like) my Voyager, which is a versatile phone and handy texting tool, and I didn’t need more than that at the time.

  • 0 comments 508 reads
    Posted on 2011-10-18

    Rounding…Proactively, engaging, listening to, communicating with, building relationships with and supporting your most important asset (your employees). ~ Studer Group

    The phrase “making the rounds,” also known as “rounding,” clearly has medical roots. It brings to mind individuals in white coats walking through hospital corridors at regular intervals to check on those under their care.  All the while, they are paying attention to vital signs and making adjustments to care accordingly.  While rounding may seem like something best left to the medical profession, the concept itself is universally applicable in any business setting.

    The idea behind rounding is to make concerted efforts to touch base with your stakeholders (i.e. clients, team members) on a regular basis.  With clients, rounding can mean weekly meetings to talk about ongoing initiatives, monthly calibration sessions to ensure that service delivery meets expectations, and/or comprehensive quarterly...

  • 0 comments 735 reads
    Posted on 2011-09-13

    I was pondering the content of this blog post today, which initially involves a lot of staring into space, adopting a serene Zen-like state, completely vacating my mind, and trying to isolate what has particularly moved me in the past week.

    During the ‘staring into space’ phase, I found my eyes focused on my dog, a four-pound sassy Yorkie who was perched not on the fluffy bed I purchased for him, but on the carpet instead, as close as he could possibly get to me without actually laying on my feet.  He’s a rather clever creature, sneaking up as he does, and he truly has it made.

    I couldn’t help but wonder how marvelous it would be to have my only cares in the world be my next meal,...