9 Guiding Principles for Service Management Leaders
If you're involved in any aspect of service management, then you are probably familiar with the many challenges involv...
Customer Experience: What Is It and Why Is It Important?
Customer experience drives customer behavior. When we're in the role of customer, we recoil from negative experience...
Customer Experience: What It Is and Is Not
Customer experience isn't something that happens in isolation. It is part of a continuum that includes the application...
Why Excellent Service Is More Important Now
I delivered a presentation at ITSM16 in London titled, "Customer Service Excellence: Now More Than Ever." Thos...
Customer Service Excellence: Now More Than Ever
This year, I was fortunate enough to be accepted to present at itSMF-UK's conference in London, ITSM16. The topic I ...

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