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Customer service Archive
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It’s Customer Effort, Not Just Customer Sat
Posted on September 26, 2012 | No CommentsWe spend a lot of time talking about customer satisfaction but a lot less time talking about customer effort. Said another way, how much effort do your customers have to... -
Wow!! Customer Service On My Trip To India
Posted on September 7, 2012 | No CommentsEvery once in awhile we get the chance to witness a feat of incredible customer service that reminds us that the stars are aligned, people are nice and that... -
Show Them The Way – It’s Not Just The SLA
Posted on May 4, 2012 | No CommentsIt’s not all about the SLAs….. When we consider options to improve the customer experience, discussions often lead to complex process improvements or expensive tool enhancements, but there is something... -
10 Reasons Why Incident Prevention TRUMPS Incident Management in Tech Support Organizations
Posted on November 23, 2011 | 3 CommentsBen Franklin once said, “An ounce of prevention is worth a pound of cure”. I think he may have been in technical support! Technical support and customer support leaders must...