Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

Improving Customer Satisfaction: Would Miss Manners Approve?

Improving Customer Satisfaction: Would Miss Manners Approve?

If you’re in the field of train­ing cus­tomer ser­vice rep­re­sen­ta­tives, or if your job descrip­tion con­tains the phrase “help improve cus­tomer sat­is­fac­tion,” this post is for you. There is no short­age of infor­ma­tion on the web, in books, and from cus­tomer ser­vice train­ing com­pa­nies giv­ing tips on ways to improve cus­tomer sat­is­fac­tion. How­ever, before you […]


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 […]


Give to Get Better Customer Satisfaction

There’s a cus­tomer ser­vice skill that I par­tic­u­larly like because of its power to impact cus­tomer sat­is­fac­tion. It’s called “give to get." In essence “give to get’ sug­gests that rather than act­ing like the Grand Inquisi­tor, I should pro­vide some infor­ma­tion – like what’s in it for you or why I need what­ever I’m asking […]


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 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 […]




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