Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

Sales Skills: Training (Nurture) or Personality (Nature)?

Sales Skills: Training (Nurture) or Personality (Nature)?

The age-old debate—nature ver­sus nur­ture is a com­mon theme that pops up for man­agers who are seek­ing the right sales can­di­dates. It’s an impor­tant ques­tion: Do peo­ple have an innate per­son­al­ity abil­ity to sell (nature) or is it a skill that can be taught (nur­ture)? If proper coach­ing is one of the biggest fac­tors in […]


Positive Service Language for “Are You Sure?”

Positive Service Language for “Are You Sure?”

Sales lore is filled with slo­gans, and you've prob­a­bly heard this one a mil­lion times: it's not what you say but how you say it.  Do you believe that's true? When it comes to sales, I believe it's both what you say and how you say it.  The best-worded mes­sage can lack authen­tic­ity if it's delivered […]


Look What Happens When You Expect The Best

You just need to prac­tice, prac­tice, prac­tice in order to expect the best. Hello, my name is Mon­ica and I'm a So You Think You Can Dance fan. I might as well admit it; I'm pretty much hooked on all real­ity TV dance shows. Fri­day night I was in the audi­ence of the Sea­son 7 So […]


Don't Keep Your Customers in the Dark: Add Value

As a cus­tomer, how do I know what I want… if I don’t know what’s pos­si­ble? It's as though I'm blind­folded. I was on a flight recently. We’d just been advised to turn off all elec­tronic devices so I had to close my Kin­dle and was forced to choose between quiet con­tem­pla­tion and read­ing the […]


Is Your Company a Customer Sieve?

Is Your Company a Customer Sieve?

As a con­sul­tant, I fre­quently have dis­cus­sions with clients about the del­i­cate bal­ance required to keep cur­rent cus­tomers happy and loyal while also uti­liz­ing the nec­es­sary resources to woo and win new cus­tomers. This issue is high­lighted in a great arti­cle by James Surowiecki in The New Yorker.The entire arti­cle can be found here, but the […]


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 […]


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. […]




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