Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

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 […]


5 More Tips for Improving Service

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 […]


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 […]


Does Likeability Trump Customer Service? Sometimes Yes!

Does Likeability Trump Customer Service? Sometimes Yes!

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 […]


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 […]


We Are All Unique — So Are Our Customers

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 […]


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 – […]




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