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.
Archive for the ‘Industry Issues & News’ CategoryHow 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: (more…) Hear and UnderstandJuly 13th, 2010 by Peggy Carlaw
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: (more…) 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. Call Center Training: Open Your Eyes (and Ears)!June 22nd, 2010 by Seth BricknerA recent dining experience illustrates that call centers have something to learn from restaurants. I was dining alone and didn’t want to take up a table for just one person, so I sat at the bar. Try as I might, I could not get the bartender’s attention. No matter what I did I could not get him to look up from what he was doing to notice me. Does Likeability Trump Customer Service? Sometimes Yes!June 16th, 2010 by Vasudha DemingA recent experience I had as a customer has challenged my heretofore rigid insistence that I won’t buy from companies who provide poor customer service. I’ve since gone over the situation in my head several times and each time I come to the same conclusion: Sometimes the human element, with all its foibles, is more compelling than skills, procedures, and best practices. Customer Service by the Numbers: Average Call DurationJune 9th, 2010 by Peggy CarlawWhen businesses want to improve customer satisfaction, they often think of improving the communication skills of their front-line representatives. Improving communication skills is critical, but it’s equally important to take a look at the numbers, or call center metrics, behind your operations to see how they affect both customer satisfaction and profits.       |
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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 
