Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

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 […]


What Drives Customer Loyalty?

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 […]


News from the Heart — 09 2010

News from the Heart — 09 2010

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 […]


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

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

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 […]


The Real Value of Customer Service Classes

The Real Value of Customer Service Classes

"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 […]


What Customer Service Skills Are Most Valuable?

What Customer Service Skills Are Most Valuable?

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 […]


The Business Case for First Call Resolution

The Business Case for First Call Resolution

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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