Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

Longstanding Loyalty

Longstanding Loyalty

I used to go to the same Chi­nese Restau­rant weekly grow­ing up. My fam­ily cel­e­brated birth­days, grad­u­a­tions, and other fun cel­e­bra­tions at this restau­rant. It’s no won­der they mem­o­rized our orders and always rec­og­nized us when we came in. When I went off to col­lege, I moved out of my home­town and rarely, if ever, ate […]


Are Loyalty Programs a Thing of the Past?

Are Loyalty Programs a Thing of the Past?

When you men­tion loy­alty pro­grams to some­one, most of the time they roll their eyes and tell you a story about the worst loy­alty pro­gram ever. After hear­ing mul­ti­ple sto­ries like this, I am forced to ask, are loy­alty pro­grams a thing of the past? If you have a loy­alty pro­gram or are think­ing about developing […]


Customer Service 2.0

Customer Service 2.0

On a recent trip to San Fran­cisco my hus­band and I had the oppor­tu­nity to have din­ner at Roy’s Restau­rant. I found them after a quick Google search for fine din­ing and was happy to see a loca­tion on Mis­sion Street. My hus­band called to make the reser­va­tion and they only had two time slots […]


Is Your "Loyalty" Program Actually Giving Value to Loyal Customers?

Is Your "Loyalty" Program Actually Giving Value to Loyal Customers?

Ahhh. The loy­alty pro­gram. The mul­ti­ple key­chain cards for super­mar­kets that your keys clang against. The loy­alty credit cards that bump against your license in your wal­let. The count­less e-mails clog­ging your inbox that pro­claim “You’re a val­ued cus­tomer! Spe­cial sav­ings just for you!” Like many cus­tomer reten­tion pro­grams of yore, the loy­alty pro­gram used to […]


Show that You Value Your Customer!

Sev­eral years ago I was on a flight to Syd­ney, Aus­tralia, seated next to a preg­nant woman and her hus­band.  The woman was around five or six months into her preg­nancy, and notice­ably quiet. When the flight atten­dant asked if we wanted some­thing to drink, the hus­band ordered for his wife: "Can you just bring some […]


News from the Heart

News from the Heart

Get to the HEART of Cus­tomer Ser­vice // ILS Newslet­ter: Novem­ber, 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 3 Tips for Cross-Selling and Upselling Suc­cess By Peggy Car­law In order to […]


The Road to Customer Loyalty

The Road to Customer Loyalty

Cus­tomer sat­is­fac­tion has long been the pre­dom­i­nant mea­sure of a company’s suc­cess. While it’s impor­tant to sat­isfy the cus­tomers your busi­ness serves, per­haps the most impor­tant mea­sure of suc­cess for businesses—large and small—is cus­tomer loy­alty. It is cus­tomer loy­alty, derived from con­sis­tent efforts to deliver cus­tomer sat­is­fac­tion, which leads to an increase in sales, referrals, […]




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