Impact Learning Systems

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Look What Happens When You Expect The Best

You just need to prac­tice, prac­tice, prac­tice in order to expect the best. Hello, my name is Mon­ica and I'm a So You Think You Can Dance fan. I might as well admit it; I'm pretty much hooked on all real­ity TV dance shows. Fri­day night I was in the audi­ence of the Sea­son 7 So […]


The HEART in Hiring

While out of town on busi­ness recently, I stayed at a Home­wood Suites hotel. This hotel wasn't extravagant–no restau­rant, no valet ser­vice. What it did have though, was con­sis­tently out­stand­ing cus­tomer ser­vice. From the moment I walked in, I received great cus­tomer ser­vice. It took many forms: being greeted by name every time I walked […]


The HEART Model — A History

A num­ber of years ago, I was doing some con­sult­ing with a sis­ter com­pany of Amer­i­can Air­lines — both owned by the hold­ing com­pany AMR. The Cor­po­rate mis­sion state­ment was promi­nently dis­played in the lobby and in the con­fer­ence room I was assigned to work in. This par­tic­u­lar mis­sion state­ment had 7–8 bul­let points to […]


Five Tips to Improve Service for Your Customers

How do you improve ser­vice for cus­tomers?” Now there’s a topic that no one ever talks about, right? On the con­trary, it seems it’s the focus of everyone’s atten­tion – from the board­room to con­tact cen­ter ser­vice man­agers and right up to ser­vice and sup­port rep­re­sen­ta­tives. Improv­ing ser­vice for cus­tomers is on everyone’s mind – […]


HEART for the Holidays

Never is it more impor­tant to have a set of guid­ing prin­ci­ples than dur­ing the year-end hol­i­day sea­son. For most of us, there's an added dose of stress this month (whether it's due to anx­i­ety to please fam­ily and friends, pres­sure to com­plete busi­ness projects, added finan­cial bur­dens, or any­thing else), mak­ing it all too […]


Expect The Best But Don't Forget Your Part

Expect The Best But Don't Forget Your Part

Expect the Best” is my favorite prin­ci­ple (today) from the HEART Model ™. I mean, what’s not to like about expect­ing the best of your­self, your co-workers, and, most def­i­nitely, your cus­tomers? If I expect the best of myself  I can't say, “I’m never going to under­stand track­back so I might as well just forget […]


Optimism at Work

Optimism at Work

Work­ing in my home office Fri­day evening, I pecked away at the key­board, vaguely aware that I had turned on the tele­vi­sion to pro­vide some back­ground noise as I fin­ished up the week's projects. All activ­ity came to a stop, how­ever, when the words uttered by a woman in the broad­cast caught my full attention. […]




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