Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

News from the Heart — 09 2010

Impact Header Email News from the Heart   09 2010
Get to the HEART of Cus­tomer Ser­vice // ILS Newslet­ter: Sep­tem­ber, 2010

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Engi­neer­ing Your Next Sale: Sales­peo­ple in the Feed­back Loop

By Seth Brickner

16 News from the Heart   09 2010

You under­stand the impor­tance of keep­ing your pipeline filled with your next sale, and the next sale and the one after that. It�s a fact: suc­cess­ful sales­peo­ple always have an eye to the future.

What does your future look like? Will you be with your cur­rent com­pany two years from now? Five? If so, what will you be sell­ing? Real­ize it or not, you play an impor­tant role in deter­min­ing the prod­ucts and ser­vices you�ll be sell­ing in the years ahead. It depends on at least two things, both within your control:

  • The type of feed­back you�re col­lect­ing from your cus­tomers right now, and
  • How well that infor­ma­tion reaches your Devel­op­ment team.

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Tip of the Month

Next time you�re feel­ing a lit­tle down at work, give this activ­ity a try. Lift your right arm and hand above your head. Now bend your arm and let your hand drop down between your shoul­der blades. Pat your­self three times as you recite this affir­ma­tion: �I am doing my best. With every cus­tomer. With every call.� We all need a pat on the back sometimes�even if it comes from our own hand!

Pop­u­lar Articles

To Delight or Not to Delight. That is the Question!

By Peggy Carlaw

5 News from the Heart   09 2010

I'm sure by now most of you have seen the arti­cle, "Stop Try­ing to Delight Your Cus­tomers" in the July-August issue of the Har­vard Busi­ness Review (pp. 116–122 if you read it the old-fashioned way). In the arti­cle, Dixon, et. al., report on their 3-year sur­vey of more than 75,000 B2C and B2B cus­tomers about their recent ser­vice inter­ac­tions with live agents and self-service con­tact cen­ter applications.

To pro­vide a quick sum­mary of a very thought-provoking arti­cle, their study found lit­tle cor­re­la­tion between the cus­tomer sat­is­fac­tion score, which orga­ni­za­tions have tra­di­tion­ally used to mea­sure how good a job they're doing, and cus­tomer loy­alty. They found that exceed­ing cus­tomer expec­ta­tions by offer­ing a refund, a free prod­uct, or a free ser­vice makes cus­tomers only mar­gin­ally more loyal than sim­ply meet­ing their needs. They state, "…loy­alty has a lot more to do with how well com­pa­nies deliver on their basic, even plain-vanilla promises than on how daz­zling the ser­vice expe­ri­ence might be."

email icon News from the Heart   09 2010 800−545−9003
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P.O. Box 14110
San Luis Obispo, CA
93406–4110

Impact Learn­ing Sys­tems Inter­na­tional | P.O. Box 14110, San Luis Obispo, CA, 93406–4110 | Phone: 800−545−9003 Fax: 805−545−9075
Copy­right © 2010 Impact Learn­ing Sys­tems Inter­na­tional. All rights reserved.

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