Peggy Carlaw

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 most important measure of success for businesses—large and small—is customer loyalty. It is customer loyalty, derived from consistent efforts to...

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 to be thankful for. Your customers and your employees probably top the list. But how to show your gratitude in this...

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 the customer says, “I need to find a better plan for my cell phone. I get calls from people I...

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 be equal either. To wow your customers (and your shareholders), segment your customer base and deploy your most valuable resources...

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 loyalty. She had recently written a post about the article and we were discussing what we thought drove loyalty. Lots...

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...

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...

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 additional revenue through their customer service and support departments. Support reps who are asked to inquire about equipment upgrades or...

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,...

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 executives believe that customer strategy is more important than it was three years ago. Ninety to ninety-five percent of executives...

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’ experience is the HEART Model™. Many of our customers have also adopted this model because it provides them with five...

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 smart enough or motivated enough to learn your systems and processes. And although we do a darn good job of...

Help

Guest post by Monique Castillo. Have you ever felt like...

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 valet service. What it did have though, was consistently outstanding customer service. From the moment I walked in, I received…

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 who provide poor customer service. I’ve since gone over the situation in my head several times and each time I...

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 is that managers fail to view giving feedback as one of them. It’s crucial for you to be able to mange your...

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, but it’s equally important to take a look at the numbers, or call center metrics, behind your operations to see...

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, no, no. Wait, that’s not populating the table right. Where’s the data I entered?!?” When  something breaks (the air conditioning unit…

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 AMR. The Corporate mission statement was prominently displayed in the lobby and in the conference room I was assigned to...

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 in a new way about an old concept: customers’ expectations about the kind of service they’ll receive from a given…

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