Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

News from the Heart — 10 2010

Impact Header Email News from the Heart   10 2010
Get to the HEART of Cus­tomer Ser­vice // ILS Newslet­ter: Octo­ber, 2010

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Lever­ag­ing the Sale: Find­ing Oppor­tu­ni­ties for Addi­tional Service

By Seth Brickner

16 News from the Heart   10 2010

I was reminded of the impor­tance of cross-selling this after­noon when I got a call from our mechanic.

We take our car to a local shop to be ser­viced because we like to do busi­ness locally when­ever we can, because they’re friendly and most of all because they’re con­ve­nient. They are also amaz­ing good at find­ing addi­tional work they can do for us.

Here’s what tran­spired: we had our car in for some major work that required pulling the engine. We had been given an esti­mate, and while we cer­tainly would have liked it to have been cheaper, my wife and I share a car and rely on it to be in good work­ing order. We brought the car in and began prepar­ing our­selves, men­tally, for our next credit card bill.

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Tip of the Month

Don’t assume any­thing. Don’t assume that just because your cus­tomers are loyal that they will stay that way. Be aware that even if they’re con­vinced your prod­uct, com­pany, or ser­vice is of value, it doesn’t mean that they could be con­vinced oth­er­wise, or that a com­peti­tor has an edge. Play devil’s advo­cate to see what the com­pe­ti­tion might offer and answer that challenge.

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Don't Keep Your Cus­tomers in the Dark: Add Value

By Mon­ica Postell

7 News from the Heart   10 2010

As a cus­tomer, how do I know what I want… if I don’t know what’s pos­si­ble? It’s as though I’m blindfolded.

I was on a flight recently. We’d just been advised to turn off all elec­tronic devices so I had to close my Kin­dle and was forced to choose between quiet con­tem­pla­tion and read­ing the airline’s Sky Mall cat­a­logue one more time. Per­haps because I was 3 hours into a less than customer-focused flight expe­ri­ence, the idea of enrich­ing cus­tomer expe­ri­ence came to mind. And I went with it.

The idea of “adding value” popped into my head. At first glance, adding value cer­tainly sounds like a good thing—not so much the “adding” part as the “value” part of the con­cept. I sub­scribe to the the­ory that reduc­ing cus­tomer effort—making it quick and easy for me to do busi­ness with you—builds loyalty.

email icon News from the Heart   10 2010 800−545−9003
805−781−3283
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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