hdi 2015 conference & expo highlights (#hdiconf15)
TRANSCRIPT
Matthew Hooper (@vigilantguy)
If you don’t have the stability in operations, no one will trust you to innovate.
Via @ken_gonzalez
Roy Atkinson (@RoyAtkinson)
Things that are easily measured very rarely get us to what we really want.
- Stephen Hultquist (@shultquist)
Via @jpcrepeau
Patrick Bolger (@patb0512)
Nothing matters unless your organization is achieving value for the customer.
Via @ITSM_Catwoman
Gary Case
Put the fire hat away and focus upon problem management. Reward people who prevent fires, not fight them.
Via @jonesymsu
Daniel Monighetti (@DanMonighetti)
You can outsource a service, but you can’t outsource
accountability.
Via @servicedivabren
Jeff Rumburg
Perceived value vs. actual value in service and support: Close the gap between perception and reality.
Via @samanage
Every decision made by a manager should be either to reduce cost or improve satisfaction.
Via @jonliles
Daymond John(@TheSharkDaymond)
It’s 20% what happens to you and 80% how you respond!
Via @kitonjones
The legacy you leave is how you impact people. What legacy will you leave?
Via @LaurieAL
Doc Hendley (@DocHendley)
If you want metrics to be good guides for change, you have to change how you view metrics.
Via @ThinkHDI
Roy Atkinson (@HDI_Analyst)
Scott Stratten (@unmarketing)
Every interaction will change the brand. There is no such thing as a brand-neutral interaction.
Via @elkarunaratne