Are You Making an Email Connection with Your Customers? For most businesses, email is fast, easy and inexpensive. Check out “before & after” sample responses for the limousine industry and consider how you can apply these principles to your company. Limousine Digest, August 2009

Making a Cross-Selling Connection. Develop a cross-selling approach that adds value to the service interaction.
How to avoid the three most common mistakes.
Contact Center Pipeline, July 2009

Superior Service: Build Your Brand through Email. The medium may be virtual, but the relationship is real. Make sure your reps can craft email responses that keep customers coming back. by Wanda Sitzer
Contact Center Pipeline, April 2009

We recommend the Contact Center Pipeline as a publication that has its pulse on the contact center industry.

Are You Monitoring the Customer Promise? From the Field with Wanda Sitzer
Call Center Management Review, July 2001

One of Wanda’s most requested articles – more relevant today than ever.


"Finally marketing departments everywhere recognize what contact centers have always known interaction centers should be celebrated as the heart of the brand, not relegated to the sidelines. While yesterday, professionally responding to calls and writing empathetic and effective emails could suffice as the relationship building tools necessary to create customer loyalty, today our contact centers are asked to answer and drive social media feedback and inquiries with brand-savvy."
–Wanda Sitzer,
Look. Listen. Be.

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