Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

Customer Service: Is It In Your Company’s DNA?

When I con­sult with clients who are seek­ing to improve their cus­tomer ser­vice, a typ­i­cal on-site visit might last any­where from two to five days. It only takes a cou­ple of hours, how­ever, for me to glean whether or not a strong cus­tomer ser­vice is embed­ded in the company's "DNA." By lis­ten­ing to calls, interviewing […]


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 […]


I’m Sorry: I’m Saving It for a Special Occasion

The recent arti­cle You Messed Up-Admit It in the Gallup Man­age­ment Jour­nal focuses on rebuild­ing trust and cred­i­bil­ity when an orga­ni­za­tion has made a mis­take.  The author makes the impor­tant point that, just as in suc­cess­ful inter­per­sonal rela­tion­ships, busi­nesses need to take own­er­ship of their mis­takes, accept the respon­si­bil­ity asso­ci­ated with those mis­takes and take […]


To Delight or Not to Delight. That is the Question!

To Delight or Not to Delight. That is the Question!

I'm sure by now most of you have seen the arti­cle, "Stop Try­ing to Delight Your Cus­tomers" in the July-August issue of the Har­vard Busi­ness Review (pp. 116–122 if you read it the old-fashioned way). In the arti­cle, Dixon, et. al., report on their 3-year sur­vey of more than 75,000 B2C and B2B cus­tomers about […]


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, […]


Customer Service Training–Not Just for Agents Anymore

Every com­pany at some point (and ide­ally on a reg­u­lar basis) puts its front-line staff through cus­tomer ser­vice train­ing. And that's as it should be. These employ­ees are in direct and con­tin­u­ous con­tact with cus­tomers of the orga­ni­za­tion, and it's essen­tial that they have the skills, knowl­edge, and moti­va­tion to pro­vide excel­lent ser­vice. But what […]


Who Holds the Key to Performance Change in Your Organization?

I'm a lit­tle behind in my indus­try peri­od­i­cals read­ing. (I don't sup­pose you can iden­tify with that.) Any­way, I came across an inter­est­ing arti­cle in the May 2010 issue of ASTD Train­ing & Devel­op­ment mag­a­zine by Bar­bara Carnes called "Man­ager: The For­got­ten Train­ing Part­ner." I had to laugh when she described a "typ­i­cal sce­nario" about a manager […]




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