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Navigating the Road to Customer Satisfaction: Combining CEM and ITSM
Customer Experience Management is a strategic focus on managing all interactions with a customer across the entire experience with a product or service. Organizations need to engineer a customer experience that creates a vision of what they want to provide, distinguishes services from the competition, and creates loyal customer advocates that tell others how great […]
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First. Be A Good Customer
My children will tell you that I am the worst person to give poor customer service. Why? Because I build customer service organizations for a living. And when I am on the receiving end of a bad experience, it is as if I am critiquing a paper in my head while I’m reading it. In a […]
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The Road to Customer Satisfaction WEBINAR
This webinar helps organizations to view the customer experience from an ITIL service management perspective. Each of the stages of the ITIL lifecycle is highlighted detailing the customer experience aspects that are required for each stage. This holistic approach will ensure that customer satisfaction is a focus and a priority for IT. Topic Overview The […]
