5 Ways to Grow a Culture of Customer Loyalty
Name: Monica
Email:
Web Site: http://www.impactlearning.com
Bio: Contact Center Expert | Performance Consultant | Instructional Designer | Facilitator and Master Trainer | Artist | Travel junky | Tennis Player | Citizen of the World
Posts by Monica:
Is Customer Effort the Next Customer Experience Metric?
August 26th, 2010“Stop Trying to Delight Your Customers” arrived in my inbox and unleashed an immediate flurry of calls, emails and ideas among our merry Impact band — social learning at its best. The gist of the Harvard Business Review article by Matthew Dixon, Karen Freeman and Nicholas Toman of the Executive Board is that their research points to a fallacy in the idea that customers must be “delighted” to remain loyal. Instead “to really win their loyalty, forget the bells and whistles and just solve their problems…quickly and easily.” Amen, Here Here, Cheers, and Skol to that!
I Want to Be a Customer Service HERO
August 11th, 2010
I’m inspired. I want to be a HERO, but not just any kind of hero. I want to be a Highly Empowered and Resourceful Operative.
The Zen of Customer Service
August 3rd, 2010
Humor me. Take a long, slow breathe in as you read this. Now, take your time and exhale slowly blowing a steady stream of air. That wasn’t Zen; it was just breathing but it felt good, didn’t it?
How Telephone Sales Training Affects Job Enrichment
July 27th, 2010For 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.
Who Holds the Key to Performance Change in Your Organization?
July 14th, 2010I’m a little behind in my industry periodicals reading. (I don’t suppose you can identify with that.) Anyway, I came across an interesting article in the May 2010 issue of ASTD Training & Development magazine by Barbara Carnes called “Manager: The Forgotten Training Partner.” I had to laugh when she described a “typical scenario” about a manager approaching learning and development for help with some training. After the “usual discussions about outcomes” the L&D person suggested a training plan to which the manager replied, “Can you do it in less time?” Hey, that happened to me! I cringed in recognition when she suggested that the real message behind that question was something closer to “Can’t we just get it over with?” I can’t blame a manager for saying that. Time is precious and if I don’t understand the value of something I’m unlikely to lend my support or give up my time (at least not without a lot of whining and excuses) to participate.
Is It Fixed Yet? — Managing Customer Expectations for Technical Support
June 15th, 2010“Are we there yet?” “Are we there yet?” “Are we there yet?”
Do kids still say that? I sometimes think the adult version of that old anthem is “Is it fixed yet?”
Technical Support and Customer Service — The Perfect Service Mashup
June 2nd, 2010“What’s that odd noise? That’s not how my car/hard drive/dishwasher/printer usually sounds.”
“Hey, what’s going on. My screen’s all blue!!”
What I Learned About Field Service Today
May 20th, 2010I live in a beautiful south Florida beach town, but before you start sending me mental daggers, take note that it’s mid May which means mid to upper 80’s with daily tropical thunderstorms pumping up the humidity. Naturally, it’s time for my HVAC unit to die. I’ve had field service technicians out three times in the last month to fix freon leaks so I knew what was coming. The unit was nine or ten years old which in Florida A/C years is like being 90 and still playing golf every day.
The Secret Value of Unorthodox Call Center Customer Service Training
May 11th, 2010How does new hire training hatch great customer service representatives? Sure, hiring the right people is a critical starting point but, as I learned from Graham Kingma of WIND Mobile, being unafraid to try some rather unorthodox customer service training can produce a real bonanza of benefits. WIND Mobile, a Canadian start-up, is Canada’s fourth mobile service provider. I just saw a video post of Kingma talking about how his organization built their call center from the ground up.
Four Ways to Show You Value Your Customers
May 6th, 2010Perhaps it takes an economic downturn…I mean readjustment…of the scale that we’ve had to realize just how important loyal customers are to a business. It goes without saying (but I will say it anyway) that without customers there is no business. But how much effort and emphasis does your organization place on getting new customers versus keeping existing customers?
