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Wes Heemskerk

Service Management Consultant

Customer Experience

10 steps to map a customer journey for your service desk
By Wes Heemskerk on March 12, 2019

So, you’re ready to improve your services. Making a customer journey sounds like a plan, but what’s the goal of customer journey mapping? And once you’ve decided it’s the right approach...

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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 optimized based on...

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Customer Experience

Optimizing the customer journey for your service desk
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

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 & KPIs

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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