Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

Is Customer Effort the Next Customer Experience Metric?

Is Customer Effort the Next Customer Experience Metric?

"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 […]


Customer Service Fit for a Queen

Customer Service Fit for a Queen

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 Want to Be a Customer Service HERO

I Want to Be a Customer Service HERO

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 […]


A Call for Civility

A Call for Civility

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 […]


News from the Heart — 08 2010

News from the Heart — 08 2010

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. […]


How Telephone Sales Training Affects Job Enrichment

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™ […]


Hear and Understand

Hear and Understand

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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