Impact Learning Systems


Attitude Makes a Wonderful Difference

I recently watched a ter­rific video inter­view with Tony Hsieh on Meet the Boss TV about Zap­pos and his busi­ness phi­los­o­phy. You don’t get to work for Zap­pos unless you are pas­sion­ate about cus­tomer ser­vice. It’s core to the company’s cul­ture and "cul­ture fit" accord­ing to Hsieh is the key to hir­ing the right employ­ees. He […]

Trickle Down Stimulus Money Hits Call Centers

As the admin­is­tra­tion spends tax payer money to get peo­ple into the work­force again, this type of pro­gram pro­vides a high value. Good employ­ees don’t just mate­ri­al­ize, they need to be cre­ated. This pro­gram does just that in a high-touch envi­ron­ment that helps stu­dents change their behav­ior to fit the cor­po­rate envi­ron­ments. This pro­gram and oth­ers like it can be a model for trade schools through­out the country.

The Elusive, Morphing, Meandering Nature of "Value"

This is not the story of the man who started with a red paper­clip and—through a series of barter exchanges—ended with a two-story house, although that's the story that got me think­ing about this blog post. For Kyle MacDonald's seem­ingly apoc­ryphal but amaz­ingly true story, click here. For my take on what the story illus­trates, read on… […]

Can Learning Survive the Law of Boundless Brevity?

Recently I walked into a client’s office to say hello and con­firm our agenda for the day. As our cor­dial stand-up meet­ing pro­gressed I was really pleased to hear how gen­uinely pleased he seemed to be with the tech­ni­cal sup­port train­ing that was about to begin. In fact, he went so far as to say […]

The Experience is the Brand (Part 2)

There's good research indi­cat­ing that invest­ing in your cus­tomers expe­ri­ence is worth the effort. The expe­ri­ence you pro­vide your cus­tomer is your brand. If you make it an excep­tional expe­ri­ence, your cus­tomer may be will­ing to become an advo­cate on your behalf.So what should you do?

Optimism at Work

Optimism at Work

Work­ing in my home office Fri­day evening, I pecked away at the key­board, vaguely aware that I had turned on the tele­vi­sion to pro­vide some back­ground noise as I fin­ished up the week's projects. All activ­ity came to a stop, how­ever, when the words uttered by a woman in the broad­cast caught my full attention. […]

Give to Get Better Customer Satisfaction

There’s a cus­tomer ser­vice skill that I par­tic­u­larly like because of its power to impact cus­tomer sat­is­fac­tion. It’s called “give to get." In essence “give to get’ sug­gests that rather than act­ing like the Grand Inquisi­tor, I should pro­vide some infor­ma­tion – like what’s in it for you or why I need what­ever I’m asking […]

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We're an Alltop blog, and regularly contribute to The Customer Collective and CustomerThink.