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Peggy Carlaw

Peggy Carlaw
Peggy Carlaw is the founder of Impact Learning Systems. Impact helps companies develop and implement customer service strategies to improve the customer experience. Their consulting services and training programs help organizations create a customer-focused culture while producing measurable business results. Peggy is also the author of three books published by McGraw-Hill including Managing and Motivating Contact Center Employees.

The Road to Customer Loyalty

Customer satisfaction has long been the predominant measure of a company's success. While it's important to satisfy the customers your business serves, perhaps the...

10 Ways to Say Thank You

It's that time of year—time to count your blessings. And after the last few years of the recession, I'm sure you have a lot...

3 Tips for Cross-Selling and Upselling Success

In order to be a cross-selling or up-selling superstar, you need to do the following: Listen for opportunities in what the customer says. Let’s say...

Triaging Customer Service

  Triage is a medical term that can be applied to customer service. Every customer is not created equal and your service delivery should not...

What Drives Customer Loyalty?

I was speaking with a colleague at work last week about the Harvard Business Review article on customer effort and its effect on customer...

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...

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...

Do Your Service and Support Reps Love to Sell?

Or are they like these people…a bit resistant? With the economy still on the slow side, many companies have looked at ways to generate...

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...

7 Steps to Developing a Customer Experience Strategy

According to Michael Maoz from Gartner, executives are trying to re-engage with customers through customer service, and customer experience in particular. Eighty percent of...

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’...

5 More Tips for Improving Service

Hire good people. One thing I can tell you from years in the customer service training trenches is that you can’t train someone who isn’t...

Help

Guest post by Monique Castillo. ...

The HEART in Hiring

Guest Post By: Monique Castillo While out of town on business recently, I stayed at a Homewood Suites hotel. This hotel wasn’t extravagant–no restaurant, no...

Does Likeability Trump Customer Service? Sometimes Yes!

Guest Post By: Vasudha Deming A recent experience I had as a customer has challenged my heretofore rigid insistence that I won’t buy from companies...

Help! I Don’t Have Time to Give Feedback!

I know that managing a contact center involves many important functions, all of which take time, energy, and talent. What we often find with our clients...

Customer Service by the Numbers: Average Call Duration

When businesses want to improve customer satisfaction, they often think of improving the communication skills of their front-line representatives. Improving communication skills is critical,...

Technical Support and Customer Service — The Perfect Service Mashup

Guest Post By: Monica Postell “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,…

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...

The Mediocrity of Customer Service Expectations

Guest Post By: Vasudha Deming I saw a blog post a few days ago titled “Unexpectedly Awesome Customer Service from Brenthaven.” It got me thinking…

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