5 Ways to Grow a Culture of Customer Loyalty
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 HEART Model™. Many of our customers have also adopted this model because it provides them with five easy-to-remember principles that balance the best interests of the customer with the best interests of the business and its employees.
Archive for the ‘Customer Service & Support’ CategoryHear and UnderstandJuly 13th, 2010 by Peggy CarlawTotal 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: 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. The HEART in HiringJune 17th, 2010 by Monique CastilloWhile out of town on business recently, I stayed at a Homewood Suites hotel. This hotel wasn’t extravagant–no restaurant, no valet service. What it did have though, was consistently outstanding customer service. Is It Fixed Yet? — Managing Customer Expectations for Technical SupportJune 15th, 2010 by Monica Postell“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 MashupJune 2nd, 2010 by Monica Postell“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!!” Improving Call Center Operations Part 2: CoachingJune 1st, 2010 by Seth BricknerIn a previous post we discussed improving call center operations by optimizing the work environment. Another way to have a substantial, positive impact on call center operations is through coaching to help develop the employees representing your company. 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. Extreme Networks Wins Prestigious Support Staff Excellence AwardMay 24th, 2010 by Peggy Carlaw
What I Learned About Field Service TodayMay 20th, 2010 by Monica PostellI 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.       |
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