Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

Why People Buy and How They Perceive Value

Some time ago, I wrote a blog post about the elu­sive nature of "value." The post told the true story of a man who started with a red paper­clip and, through a series of improb­a­ble bar­ter­ing trades, ended up in pos­ses­sion of a house. I was reminded of this story when a recent episode of the […]


News from the Heart — 10 2010

News from the Heart — 10 2010

Get to the HEART of Cus­tomer Ser­vice // ILS Newslet­ter: Octo­ber, 2010 New on YouTube 5 Keys to Imple­ment­ing a Suc­cess­ful Cus­tomer Ser­vice Strat­egy 5/5 — Rec­og­nize and Reward 5 Keys to Imple­ment­ing a Suc­cess­ful Cus­tomer Ser­vice Strat­egy 1/5 — Lead and Inspire Lever­ag­ing the Sale: Find­ing Oppor­tu­ni­ties for Addi­tional Ser­vice By Seth Brick­ner I was […]


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

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 […]


What I Learned About Field Service Today

I 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 […]




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