5 Ways to Grow a Culture of Customer Loyalty
For me, job enrichment is all about providing mental stimulation and opportunities to grow professionally so your employees – especially the talented ones that you and your customers appreciate so much – stay both happy and with you.
How Telephone Sales Training Affects Job EnrichmentJuly 27th, 2010 by Monica PostellDoes Sales Training for Retail Make Sense? Part 2July 21st, 2010 by Seth BricknerIn a previous article on this blog we noted the amazing ROI that sales training can provide for retail employees. Why, then, is this type of training seldom used in a retail environment? Does Sales Training for Retail Make Sense? Part 1July 20th, 2010 by Seth BricknerA long held belief in the retail industry is that it doesn’t make financial sense to invest in sales training for hourly employees. The reasons sometimes cited: Read the rest of this entry » Hear and UnderstandJuly 13th, 2010 by Peggy Carlaw
Total Service Through Cross-Selling: A Brief HistoryJuly 8th, 2010 by Seth BricknerApproximately 65,000,000 years ago, as pterodactyls were on their way out and USB devices were on their way in, printer cables were sold separately from home printers. That was standard practice. Here’s how it worked: 5 More Tips for Improving ServiceJuly 7th, 2010 by Peggy CarlawMy co-worker, Monica Postell, wrote a blog post a few months ago called 5 Tips to Improve Service for Your Customers. I love that post for a number of reasons, one being the fact that it features our cultural change hero, the HEART ModelTM. In the spirit of continuously improving customer service, here are another five tips to add to your toolbox: Read the rest of this entry » Telesales: Is Confidence a Lost Art?July 1st, 2010 by Vasudha DemingAs a customer, I frequently come across up-sell and cross-sell offers when calling a company for service, and I’m often struck by how poorly this bridge is crossed by the agent. As soon as we move from the customer service transaction into the sales pitch, the agents tend to lose all confidence. Consequently, they tend to lose the sale. Making Training StickJune 30th, 2010 by Seth BricknerWhen it comes to training, every company wants to get the best return on its investment. Why then do so many organizations ignore the best practices for getting the most out of their training? Some may simply not know how to leverage their initial training investment; others may fall short in holding the right people accountable for sustained results. Help…Is Anyone Listening?June 24th, 2010 by Monique CastilloHave you ever felt like you weren’t being listened to? If so, you know how frustrating it can be. Recently my husband reordered a pair of shoes and the company sent the wrong size. I called customer service to get the right size. A lady answered and I explained our situation. She interrupted me and said she just needed our last name, and then she told me to check my email for return instructions.       |
||||
CSAT, VOC, CRM, now SCRM. Who’s listening to the customer? These days, who isn’t listening? At Impact, our guiding beacon in driving our customers’ experience is the 
