Scott Heitland directs Pretium's Strategy Practice including Corporate Growth, Scenario Planning & Risk Management. Scott also designs and directs the TRUE Performance Coaching™ component of the Golden Touchpoint™, Pretium’s revolutionary customer loyalty program. Pretium Solutions is the premier provider of cutting-edge, sustainable and globally recognized customer service, call center and sales training, consulting and leadership programs. Pretium shows companies how to create, build and maintain customer loyalty, the most important measure of a company’s success with its customers and the most profitable customer service outcome.
May 09, 2012
Cutting corners in your customer service lowers your value. Go around the cone! Raise your standards and follow them, not the pack.
April 25, 2012
Real customer loyalty is created during one-on-one customer interactions between a customer and the people acting on the company’s behalf, either a sales representative or customer service agent, retail associate or other customer-facing employee.
April 10, 2012
The typical call center call quality process is anchored in the customer service agent’s compliance with a one-size-fits-all checklist rather than in the creation of an optimal customer experience with customer loyalty as the targeted outcome.
April 06, 2012
Customers and prospects often buy and act on emotion and justify with logic, but they also make decisions in silence. In this video blog, Jack explores the power of silence and how to effectively utilize silence to improve your sales and customer service outcomes.
March 17, 2012
Business is great! Things are running smoothly. Production and service levels are high, expenses are under control, working capital is healthy and cash is flowing. You’re meeting customer expectations , and they love doing business with you. Taking a look back on your successes and challenges to...