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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens
Having a customer satisfaction survey doesn’t mean you have insight into what frustrates your customers. The score from your key performance indicator, whether it&rs...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlat...
When I was in school during my primary years, I participated in girl scouts. For each new adventure I experienced or skill that I mastered, I was awarded a merit badge. Merit badge...
Each month, I highlight one Key Performance Indicator (KPI) for service and support. I define the KPI, provide recent benchmarking data for the metric, and discuss key correlations...
In my last article, I explored my personal discovery of internal customer experience and touched on how I got there. Part of that discovery was learning that assumptions (both my o...
Strategic Interaction in Relationships
I am not a gamer! There’s no pride or shame in that statement. I simply have a different lifestyle.
But, every time I take my ne...
Not too long ago, many of us in the IT service and support profession focused on a service improvement trend called “the consumerization of IT,” which Webopedia describ...
4 Things that Can Deteriorate a Customer’s Experience and 4 Ways to Win Their Confidence Back
Kylie was frustrated with many things at Wackie Tek. She had been a service r...
What is a positive customer experience? That is not a question you should have to ask. I challenge you to define the answer based on your personal experiences. As a service managem...
In a world of increasing commoditization, seeking differentiation by delivering exceptional customer experience to drive loyalty seems like a no-brainer. Going above and beyond wha...
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