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 […]
My co-worker, Monica Postell, wrote a blog post a few months ago called 5 Tips to Improve Service for Your Customers. I love that post for a number of reasons, one being the fact that it features our cultural change hero, the HEART ModelTM. In the spirit of continuously improving customer service, here are another […]
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 […]
A recent experience I had as a customer has challenged my heretofore rigid insistence that I won't buy from companies who provide poor customer service. I've since gone over the situation in my head several times and each time I come to the same conclusion: Sometimes the human element, with all its foibles, is more […]
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 […]
I've always known the importance of respecting diversity, but never more so than as a newlywed. I like dark chocolate and my husband likes milk chocolate. I have an amiable personality and my husband is more analytical. At first, I would get my feelings hurt if he responded in an abrupt manner, but I've since […]
“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 – […]
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