Retail Customer Experience – A Game of Snakes & Ladders

In a world of gaming, VR and AI, could it be that an old-fashioned board game is the answer to delivering better retail sales results? While working with retailers to improve their Sales through Service over the past 18 months,...

 

Make the Fitting Room an Awesome Customer Experience

There is probably only one real reason for a normal person to go into a fitting room: to make a purchase decision! These little rooms can be the doorways to higher revenues – and retail companies would do well to...

 

How to Make the Right First Impression When the Customer Enters Your Shop

‘Can I help you – or are you just looking?’ This is the ‘question’ that I so often hear when entering a shop on my local high street. However, the body language of the shop assistant often makes it obvious...

 

A New Era for Imparta

This year marks our 20th anniversary. To highlight our continued growth and success, we have launched a new website. We have also taken this opportunity to extend, refine and improve the services we offer to our clients. This progression...

 

Reflections on Learning Technologies 2017

Learning Technologies was a great success for us – not only did we get to meet some wonderful people, but it acted as the backdrop for us to publicly launch our innovative new offering, The Imparta Virtual Sales Academy®. The Virtual Sales...

 

E-Learning Optimises Induction

In the early years of e-learning, many companies confused cost savings with value. Libraries of e-learning modules were subscribed to, LMS systems purchased, and cost savings celebrated. But learners were disengaged, the learning experience could be dull and repetitive,...

 

How Are You Delivering Complaints Justice?

Our most recent customer research and insight shows that organisations need to rethink conventional approaches to handling complaints. Businesses are driving customers down a complaints route even when it’s a service conversation they want – over 50% of customers don’t want...

 

Six Complaints Barriers:
What Do the Experts Say?

There is an ongoing gap between what customers say they want and the experience many organisations actually deliver. Imparta gathered together a group of senior customer experience professionals to discuss why. According to Imparta’s UK consumer panel, less than 1...

 

Sales Induction – a Necessity or a ‘Nice to Have’?

In the second instalment of our Sales Induction series, we quantify the critical need for a comprehensive sales induction programme.  You’ll know from the first part of our induction series that a first-class induction programme requires a significant investment in time and...

 

Sales Induction – Challenges, Opportunities and Solutions

Welcome to the first of our sales induction blogs. Over the coming weeks, we will discuss the importance, challenges and opportunities associated with successful sales induction programmes. Here we look at the real costs of bringing on new salespeople. Sales...

 

Collections Without
Conflict

There are two assumptions often made by debt collectors: The debtor is trying to avoid paying where possible. The more pressure applied to a customer, the faster the debt will be repaid. These two principles are at odds with everything else customer-centric...

 

After the Event: A Snapshot of Our Complaints Insight

Less than 1 in 4 consumers say that the complaints they made to large organisations last year were resolved satisfactorily. We spent much of the first half of 2016 focusing on the challenges businesses face when handling customer dissatisfaction, and...