Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

From Denny's to the Ahwahnee

From Denny's to the Ahwahnee

I recently went on vaca­tion to Yosemite and on the drive up north, my fam­ily stopped at Denny’s. While we were eat­ing, some­one said “From Denny’s to the Ahwah­née.” Now that’s a title I can work with! My fam­ily loves tra­di­tions and one of those tra­di­tions is eat­ing at the Ahwah­née, a fancy resort in […]


Customer Service Training: Empathy

There are few things more embar­rass­ing than hav­ing your credit card decline in a busy store. Or worse, a store you visit fre­quently. It doesn't mat­ter if you missed a pay­ment, your card was stolen, it's a com­pany error or Christ­mas shop­ping just got the bet­ter of you. Its humil­i­at­ing. What do you do? You […]


Email Training: Will Online Skills Increase Customer Satisfaction?

Email Training: Will Online Skills Increase Customer Satisfaction?

My dad recently booked a flight online and couldn’t fig­ure out how to choose his seat assign­ment. Every time he went to click on a seat, the site prompted him to pay more money. It didn’t mat­ter what sequence he clicked, he could not get a seat assign­ment. In this sit­u­a­tion, email or chat support […]


Internal Customer Service Drives External Customer Satisfaction

Internal Customer Service Drives External Customer Satisfaction

MAKO Sur­gi­cal mar­kets a fam­ily of knee implants for a min­i­mally inva­sive pro­ce­dure called MAKO­plasty. Some of you may be walk­ing around pain-free thanks to MAKO. Like many med­ical device com­pa­nies, Mako Sur­gi­cal has spe­cial­ists who are present in the oper­at­ing room to con­sult with physi­cians. These spe­cial­ists, who pro­vide the face-to-face con­tact with cus­tomers, are […]


To Improve Customer Satisfaction, Memorize These 3 Principles of Employee Satisfaction

To Improve Customer Satisfaction, Memorize These 3 Principles of Employee Satisfaction

If you’ve ever cov­eted a J.D. Power award for Cus­tomer Ser­vice Cham­pi­ons, or if keep­ing the cus­tomer ser­vice sat­is­fac­tion (CSAT) score high at your com­pany falls under your job descrip­tion, this post is for you. Improv­ing CSAT scores, and ulti­mately, dri­ving busi­ness by cre­at­ing prod­ucts and ser­vices that keep sat­is­fied cus­tomers com­ing back for more […]


The Foundation of Customer Satisfaction? Teach Your Team to Build Rapport

The Foundation of Customer Satisfaction? Teach Your Team to Build Rapport

The num­bers are in—the edict has been passed down through the chan­nels and the ball is now in your court. “Increase cus­tomer sat­is­fac­tion scores.” Or, “Drive more sales.” Or, the neb­u­lous “Build bet­ter rap­port with cus­tomers.” Sound famil­iar? If your job involves man­ag­ing a call cen­ter staff, undoubt­edly, you face pres­sure to do bet­ter and […]


Voice of the Customer and Net Promoter Score: What's the Difference?

Voice of the Customer and Net Promoter Score: What's the Difference?

At a CCNG meet­ing a few weeks ago, a dis­cus­sion arose about the dif­fer­ence between cus­tomer sat­is­fac­tion (CSAT), Voice of the Cus­tomer (VOC), and Net Pro­moter Score (NPS®). I reviewed the dif­fer­ence between CSAT and VOC in an ear­lier post. Let’s now look at the dif­fer­ence between Voice of the Cus­tomer and Net Pro­moter Score. VOC […]




Alltop, all the top stories

We're an Alltop blog, and regularly contribute to The Customer Collective and CustomerThink.