5 Ways to Grow a Culture of Customer Loyalty
Nancy 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 . . .”
Archive for the ‘Training & Development’ CategoryLet’s Hear It for the Little GuysApril 15th, 2010 by Peggy CarlawSeminars, Training in Class, and E-Learning: A Valuable ComparisonApril 13th, 2010 by Peggy CarlawWith only so many training dollars to go around, those who need to improve the knowledge and skills of their customer service and sales employees must make some choices: send the employees out to a public seminar, train them together in class, or have them learn on their own in an e-learning environment. What’s the best choice? Hurrah for Customer ComplaintsMarch 4th, 2010 by Vasudha DemingI received a call today from a client who recently completed Impact Learning Systems’ customer service training program for tech representatives: Getting to the Heart of Technical Support™. Why Buy if They’re Not Selling?January 15th, 2010 by Vasudha DemingYears ago, a mentor told me that she never buys from someone who doesn’t ask for the sale. It was an off-the-cuff remark, but it turned into a powerful lesson for me. At the time, I was just learning how to make sales calls—and how to overcome the associated nervousness. This casual comment somehow bolstered my confidence; the notion of “asking for the sale” seemed to indicate competence and expertise. It has informed my selling—and buying—ever since. Technology—Boon or Bane?January 4th, 2010 by Monica PostellI love technology and its many promises but sometimes I wonder: Is it really a boon to my work or is something closer to the bane of my existence? 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. Flying LessonsDecember 15th, 2009 by Vasudha DemingOn average, I cross the threshold of an airplane about twice a month. Because I believe strongly that one’s experiences as a customer inform his or her ability to provide good customer service, I’m always on the lookout for whatever lessons I can glean from my travel routine. Four Tips for Do-It-Yourself RecordingOctober 19th, 2009 by Monica PostellI reread my last few blogs and was horrified to see that I almost always include the word “recently” in the first sentence. “Recently” I walked into a client’s office, read an email, and watched a terrific interview. While there’s nothing wrong with the word or the reference, I don’t want to become known as the “recently girl” so I’m changing things up! Cutting-Edge Sales TrainingOctober 16th, 2009 by Peggy CarlawLast week, a Fortune 500 company asked us for our perception of the latest, cutting-edge selling techniques and how we incorporate them into our sales training. Trickle Down Stimulus Money Hits Call CentersSeptember 28th, 2009 by Malcolm CarlawLast week I was helping a workforce development company put together a proposal for a Federal Grant to train service reps for call centers. I find the program commendable and thought I’d write about it. The grant in question was the Pathways Out of Poverty program offered by the Department of Labor under the 2009 Recovery Act. The grant is targeted at low-income families entering new careers. There’s approximately $150 million available for local and national programs.       |
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