"Stop Trying to Delight Your Customers" arrived in my inbox and unleashed an immediate flurry of calls, emails and ideas among our merry Impact band — social learning at its best. The gist of the Harvard Business Review article by Matthew Dixon, Karen Freeman and Nicholas Toman of the Executive Board is that their research points to […]
E-gads, yikes, OMG, gasp…my FitBit is broken! In the last year, I've grown to love my FitBit. For those of you who aren't aware of what a FitBit is, it's like a pedometer on steroids. It tracks my steps, tracks my sleep length and quality, synchs with my PC, analyzes my food calories and nutrients, […]
I'm inspired. I want to be a HERO, but not just any kind of hero. I want to be a Highly Empowered and Resourceful Operative. I learned about this cool designation from a Harvard Business Review article (July/August 2010) by Josh Bernoff and Ted Schadler entitled "Empowered". In the article the authors described the way employees at companies like […]
The LA Times called this morning to get my thoughts on how customer service training might have helped Steven Slater, the 38 year-old Jet Blue flight attendant who went berserk yesterday after allegedly being verbally and physically abused by a passenger. According to the reports, a woman passenger had some choice words for Slater several […]
Get to the Heart of Customer Service // ILS Newsletter: August, 2010 New on YouTube 5 Core Principles of Customer Care 5 Keys to Implementing a Successful Customer Service Strategy 1/5 — Lead and Inspire Developing a Customer Experience Strategy in a Cloudy World By Malcolm Carlaw Featured in TSIA’s quarterly edition of Inside Technology Services. […]
For me, job enrichment is all about providing mental stimulation and opportunities to grow professionally so your employees – especially the talented ones that you and your customers appreciate so much – stay both happy and with you. I just returned from facilitating the classroom portion of our blended Getting to the HEART of Telephone Sales™ […]
CSAT, VOC, CRM, now SCRM. Who's listening to the customer? These days, who isn't listening? At Impact, our guiding beacon in driving our customers' experience is the HEART Model™. Many of our customers have also adopted this model because it provides them with five easy-to-remember principles that balance the best interests of the customer with […]
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