Any organizational leader will tell you that knowing how your competitors sell their wares and at what price is simply good business practice. But how do you obtain this information? Is it ethical and legal to implement a mystery shopping intelligence program? As in all other aspects of... more
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Category: Customers
Did you know that every customer contact results in a relationship? You may not realize it, but even when customers only do business with an organization once, they remember and judge the organization by their relationship with the employees. Whether their relationship is good or bad, they will... more
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Category: Customers
Information costs you money and intelligence makes you money. No truer words have ever been said; unfortunately many intelligence vendors that exist today still primarily deliver "information" to customers and pass it off as "intelligence". This online course will discuss what is necessary for... more
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Category: Customers
Giving exceptional customer service when dealing with a customer in person seems pretty simple on face value. Why, then, do so many of our interactions with customer service employees leave us feeling empty, or worse yet, invisible?  Giving exceptional face-to-face customer service begins the... more
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Category: Customers
The landscape for serving customers today is not the same as it was a decade ago – or even a few years ago. Customer insights have drastically changed for organizations and many of them have been slow to respond. So what’s changed? We’ve put together a course that focuses on the most important new... more
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Category: Customers
Conducting business by phone requires a different skill set than dealing with people face-to-face. Listening becomes even more important when you cannot see your customers. If you fail to listen, it is impossible for customer service professionals to pick up on the nonverbal cues that happen when... more
Available: Now
Category: Customers

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