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 […]
I was speaking with a colleague at work last week about the Harvard Business Review article on customer effort and its effect on customer loyalty. She had recently written a post about the article and we were discussing what we thought drove loyalty. Lots of research has been done, but the results are inconclusive. Some […]
Get to the HEART of Customer Service // ILS Newsletter: September, 2010 New on YouTube 5 Core Principles of Customer Care 5 Keys to Implementing a Successful Customer Service Strategy 1/5 — Lead and Inspire Engineering Your Next Sale: Salespeople in the Feedback Loop By Seth Brickner You understand the importance of keeping your pipeline filled with your […]
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 […]
"Do I really have to attend class? I already know how to help our customers." That's a question many people ask when they hear they have to attend a customer service class. Of course, many people may feel that they know how to help customers, but are they truly providing excellent customer service or are […]
At Impact Learning Systems we're frequently asked which skills are most valuable for customer service — and most essential to include in a customer service training session. The honest answer is this: Skills are of secondary importance. I know that sounds somewhat counter-intuitive, but here's why it's true … The most important aspect of providing […]
Keeping customer service costs low while keeping customer satisfaction high is especially difficult in a struggling economy. Many companies respond by cutting staff in order to meet short-term financial targets. When the economy improves, they then ramp back up in an attempt to regain lost customers and boost the loyalty of the customers who remain. […]
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