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Customer Experience

The difference between customer satisfaction and customer loyalty
By Colin Bassant on October 18, 2018

What’s the difference between customer satisfaction and customer loyalty? How can you measure whether your customers are satisfied and will keep buying from you? How much effort should...

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Customer Experience

Do you want real feedback? Start looking for angry customers
By Gökhan Tuna on October 11, 2018

So, you want to use feedback to improve your service department. But where do you start? Gökhan Tuna, customer feedback expert at TOPdesk, has got a tip for you. It sounds...

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Shared Service Management

[Video] What is Shared Service Management?
By Nancy Van Elsacker Louisnord on October 4, 2018

In this video series, we explain an ITSM concept in about 60 seconds. This week, we cheated a little bit: we needed 76 seconds to explain Shared Service Management (SSM). What is it? And...

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Customer Experience

Customer Effort Score as a predictor of customer loyalty
By Colin Bassant on September 27, 2018

How do you measure customer satisfaction and customer loyalty? This is trickier than you might think! I believe there is a difference between customer satisfaction and customer loyalty....

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Customer Experience

How cloud computing impacts customer satisfaction
By Roeland van Rijswijk on September 20, 2018

What do IT customer satisfaction and the cloud have in common? A co-worker recently asked me to explain the relationship between the two in 300 words or less. No problem! The cloud...

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Knowledge Management

[Video] What is Shift Left?
By Hannah Price on September 13, 2018

 In this video series, we explain an ITSM concept in about 60 seconds. This week, we focus on Shift Left. What is it? And how does it help you improve your service delivery?

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Processes

How will AI and Machine learning change service management?
By Geoffrey Simpson on September 6, 2018

Artificial Intelligence – AI – is a popular topic at service management events. It’s exciting and full of promise for a brighter future. But what are the advantages of AI? How will AI...

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Customer Experience

10 funniest calls from TOPdesk employees to their IT colleagues
By TOPdesk on August 30, 2018

We understand that IT managers get a lot of questions… because here at TOPdesk we get them too. There are no bad questions, only slightly amusing ones. Below are some of our favorite...

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Customer Experience

Mapping your customer journey - 9 tips for effective interviews
By Wes Heemskerk on August 23, 2018

In my previous blog, I told you how to map a customer journey in 10 steps to improve your internal service delivery. This will ensure that your service delivery is optimised based on...

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Customer Experience

Rethinking the ITSM Service Design Process
By Hannah Price on August 15, 2018

ITSM is always changing. We’re constantly developing new technologies in a bid to make businesses run more efficiently. While that’s all well and good, we seem to have forgotten why we...

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