Knowledge has exploded, and by that I mean, knowledge is everywhere. Knowledge is accessible. Knowledge has been democratized, crowdsourced, repurposed, remixed, and regurgitated. Where knowledge was once scarce, it is now abundant. Where knowledge was once controlled, it is now free. It’s taken...
Tag(s): KM, knowledge management, social media, social IT, crowdsourcing
Date Published - Last Updated February 25, 2016
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
Date Published - Last Updated February 25, 2016
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
Date Published - Last Updated February 26, 2016
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
Date Published - Last Updated February 26, 2016
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
Date Published - Last Updated February 26, 2016
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
Date Published - Last Updated February 26, 2016
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
Date Published - Last Updated February 26, 2016
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
Date Published - Last Updated February 25, 2016
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
Date Published - Last Updated February 26, 2016
The vast majority of customer care involves limiting the interruptions that send customers to your service desk in the first place. Proactive IT enables the organization to avoid detours, prevent incidents, and address or fix problems before they impact the customer.
Tag(s): customer experience, customer satisfaction, customer-satisfaction-measurement, supportworld
Date Published - Last Updated February 26, 2016