5 Ways to Grow a Culture of Customer Loyalty
In 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?
Archive for the ‘Motivation & Retention’ CategoryDoes Sales Training for Retail Make Sense? Part 2July 21st, 2010 by Seth BricknerDoes 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: (more…) Hear and UnderstandJuly 13th, 2010 by Peggy Carlaw
Improving Call Center Operations Part 1: The EnvironmentMay 26th, 2010 by Seth BricknerWith so much emphasis placed on call metrics (”the numbers”) these days, it’s important to assess and optimize the environment in which representatives are supposed to achieve those numbers. Improving the work environment can have a substantial impact on call center operations and the behavior that impacts metrics. What Customer Service Skills Are Most Valuable?May 5th, 2010 by Seth BricknerWhen it comes to important customer service skills, communication leads the pack. Strong communicators have the best chance of getting people to open up, understanding their needs and helping resolve their issues. Let’s Hear It for the Little GuysApril 15th, 2010 by Peggy CarlawNancy Lublin wrote a thoughtful column in the April issue of Fast Company, called Let’s Hear It for the Little Guys. In it, she posits that we’ve overdone the whole leadership thing and “we’re not spending nearly enough time crediting the folks who turn all that visionary stuff into tangible reality . . .” Getting Real With Your ResolutionsJanuary 1st, 2010 by Vasudha DemingI’m writing this blog post on January 1, the universally acknowledged (if technically unofficial) day of goals, aims, and resolutions. We all set them, and at the moment that we do, we’re bursting with hope, determination and enthusiasm. It turns out, however, that these good intentions are generally not enough to carry us through to the actual achievement of our goals. Expect the Best but Don’t Forget Your PartDecember 7th, 2009 by Monica PostellAttitude Makes a Wonderful DifferenceOctober 14th, 2009 by Monica PostellI recently watched a terrific video interview with Tony Hsieh on Meet the Boss TV about Zappos and his business philosophy. You don’t get to work for Zappos unless you are passionate about customer service. It’s core to the company’s culture and “culture fit” according to Hsieh is the key to hiring the right employees. He said that they “hire for attitude” because it’s “pretty hard to train a good attitude if you don’t (have one).” How true!       |
||||
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 
