The failure to provide professional and courteous service drives customers away. Some companies, however, get it right, going above and beyond to help their customers. Not only is this the right thing to do, it also increases revenue and customer loyalty. The bottom line is that satisfying...
Tag(s): customer service, customer satisfaction, customer experience
Implementing mobile customer service is like training for a marathon. You can’t expect to sprint to the finish without first laying a little groundwork. Just as a marathon training plan sets you up for success long after the race is over, a mobile strategy provides benefits that extend far...
Tag(s): customer service, future of support, mobile device support
Everyone, from executives to frontline employees, tells me the same thing: When people report on issues or projects, they usually provide way, way too much information—the dreaded TMI. So how do we solve the problem? By using my Inquire to Influence™ strategies, you’ll be able to connect and...
Tag(s): communications skills, business value
How well do you know your customers? Do you understand their expectations around technology and its support? The fact is, these expectations change depending on age and exposure to technology. Consider the terminology you see in popular media concerning each successive generation: Baby Boomers,...
Tag(s): future of support, customer experience, supportworld
How can you make every call count and create the ideal customer experience? By using the 5 E’s: empathy, enlightenment, education, empowerment, and entertainment.
Tag(s): customer experience, process
As the face of IT, the support organization plays a significant role in the customer’s overall experience and perception of IT. In recent years, many organizations have found that their internal customers’ expectations have evolved; they now expect—if not demand—the usability, self-help tools,...
Tag(s): IT service management, ITSM, customer experience, supportworld
We all have customers: internal or external, public or private sector, investors or shareholders. Regardless of who our customers are, we need to not only provide them with an excellent product or an exceptional service, we must also ...
Tag(s): customer service, customer-satisfaction-measurement, metrics and measurements, supportworld
As companies have focused on improving processes and gaining greater efficiencies, one key area that has suffered is the customer experience, which is the sum of every connection an organization has with its internal and external customers across all channels and every touchpoint.
Tag(s): customer experience, customer satisfaction, supportworld
Every support organization is judged on how well it provides service to its customers. But facilitating a positive customer experience is equally vital, not only for the organization but also for the analysts handling incidents and issues.
Tag(s): customer satisfaction
If we don’t carefully design and provide compelling community experiences, our customers will inevitably try to create them anyway, without our intervention and with unpredictable results. Thankfully, we have an opportunity today to be proactive and create the best possible customer...
Tag(s): customer experience, supportworld