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4 reasons why you need a customer feedback process
All but the most backward-looking IT teams have accepted that they’re a service provider, not a guardian of technology whose job is to stop pesky users from breaking their toys. Internal support teams...
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How to foster a customer-centric culture in IT support teams
“We all need people who will give us feedback. That’s how we improve” – Bill Gates To create a customer-centric culture, customer facing support staff need plenty of feedback to ensure their behaviours...
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How does your IT customer survey capability stack up?
Ken Blanchard, leadership expert and author of ‘The One Minute Manager’ once said, “Feedback is the breakfast of champions”. Champion IT support teams actively use customer feedback for coaching and...
View Article3 listening posts every IT support team should have
Have you ever come across the word “omphaloskepsis” before? It means “contemplation of one’s navel”. Yep, navel gazing. Excessive contemplation of oneself at the expense of a wider view. IT support...
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Support SLAs – Can we stop this madness?
Do you produce something like this each month? You probably do. Most corporate IT support teams have response and resolution targets for each incident priority. They’re expressed like this, “We aim to...
View ArticleHow to analyse your Net Promoter feedback
To get the best insights from Net Promoter surveys, you have to read and analyse your customers’ responses to the open-ended “What is the primary reason for the score you just gave us?” question. We...
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