listen to your customers: how it can provide better support
TRANSCRIPT
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David Strom
Lessons for IT from the Front Lines of Customer Support
Author & IT Expert
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© 2015 Citrix.
Moderator
James HilliardHilly Productions
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Q & A
Type questions and comments
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#GoToAssistWBR@hillyprods@GoToAssist@dstrom
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© 2015 Citrix.
Presenter
David StromEditor and IT Expert
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First you have to listen to your customers!
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© 2015 Citrix.
Ask these questions to your “bounceback” customers
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© 2015 Citrix.
Track customer sentiment
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Are you asking the right questions?
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Neil deGrasseTyson
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Build data dashboards
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© 2015 Citrix.
The worst thing you can do when it comes to customer retention is to over-promise and under-deliver.
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Be honest when a problem occurs
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Use good judgment in all situations
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Or the “IT Crowd”
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Be proactive in all your communications
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Train your customer-facing teams
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Analyze your “leads funnel”
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Know your biggest troublemakers
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Recruit your brand ambassadors carefully!
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Find stupid stuff and fix quickly
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My review in Network World of various social media monitoring tools
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© 2015 Citrix.
Q & A
David StromAuthor & IT Experthttp://www.strom.com/@dstrom
James HilliardHilly Productionswww.hillyproductions.com@hillyprods
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