Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

News from the Heart

News from the Heart

Get to the HEART of Cus­tomer Ser­vice // ILS Newslet­ter: Novem­ber, 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 3 Tips for Cross-Selling and Upselling Suc­cess By Peggy Car­law In order to […]


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 […]


Customer Service: Is It In Your Company’s DNA?

When I con­sult with clients who are seek­ing to improve their cus­tomer ser­vice, a typ­i­cal on-site visit might last any­where from two to five days. It only takes a cou­ple of hours, how­ever, for me to glean whether or not a strong cus­tomer ser­vice is embed­ded in the company's "DNA." By lis­ten­ing to calls, interviewing […]


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 […]


I’m Sorry: I’m Saving It for a Special Occasion

The recent arti­cle You Messed Up-Admit It in the Gallup Man­age­ment Jour­nal focuses on rebuild­ing trust and cred­i­bil­ity when an orga­ni­za­tion has made a mis­take.  The author makes the impor­tant point that, just as in suc­cess­ful inter­per­sonal rela­tion­ships, busi­nesses need to take own­er­ship of their mis­takes, accept the respon­si­bil­ity asso­ci­ated with those mis­takes and take […]


Motorola Improves Time to Resolution 57%. Hear How.

Join us online at 9:00 AM PDT on Thurs­day, Sep­tem­ber 2nd as Mark Mol­loy, direc­tor of ser­vices mar­ket­ing for Motorola's Home & Net­works Mobil­ity divi­sion describes Motorola's 5-step approach to improved cus­tomer expe­ri­ence. Results? 57% improve­ment in time to res­o­lu­tion and 10% improve­ment in cus­tomer sat­is­fac­tion. No need to pre-register. To join the web­cast: http://tsia.na3.acrobat.com/r18277124/ Conference […]




Alltop, all the top stories

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