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Wes Heemskerk

Service Management Consultant

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

10 steps to map a customer journey for your service desk - part 2
By Wes Heemskerk on September 26, 2017

I've written before on this blog about how to set up customer journeys. But what I haven't discussed yet is how to best map these out. That all starts with a very big, blank sheet of...

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Customer Experience

Mapping Customer Journeys for a better Service Desk user experience
By Wes Heemskerk on July 4, 2017

You have a look at your customer satisfaction figures and it turns out there's room for improvement. But where to start? Your first step: mapping a stand-out customer journey.

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Customer Experience

10 steps to map a customer journey for your service desk - part 1
By Wes Heemskerk on June 20, 2017

Improve your customer experience by mapping out customer journeys to give you an idea of how your customer percieves your service delivery.

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Customer Experience

6 ways to get continuous customer feedback
By Wes Heemskerk on April 25, 2017

You may have already made it pretty easy for your customers to provide feedback. You have set up a system so that after resolving a call or answering a question, your customer can...

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Metrics

2 ways of measuring IT customer satisfaction
By Wes Heemskerk on April 6, 2017

More and more organizations are becoming aware of the necessity of internal customer satisfaction surveys for improving services. Some organizations gauge this every year, others...

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