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 […]
When it comes to training, every company wants to get the best return on its investment. Why then do so many organizations ignore the best practices for getting the most out of their training? Some may simply not know how to leverage their initial training investment; others may fall short in holding the right people […]
A recent dining experience illustrates that call centers have something to learn from restaurants. I was dining alone and didn't want to take up a table for just one person, so I sat at the bar. Try as I might, I could not get the bartender's attention. No matter what I did I could not […]
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 […]
"What's that odd noise? That's not how my car/hard drive/dishwasher/printer usually sounds." "Hey, what's going on. My screen's all blue!!" "No, no, no. Wait, that's not populating the table right. Where's the data I entered?!?" When something breaks (the air conditioning unit in my condo, the fuel pump on my much loved, but ancient car) or doesn't work […]
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 […]
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