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Wes Heemskerk

Recent posts by

Wes Heemskerk, Service Management Consultant

26 September 2017

10 steps to map a customer journey for your service desk - part 2

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 paper.

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4 July 2017

How customer journeys improve customer satisfaction at your service desk

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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20 June 2017

10 steps to map a customer journey for your service desk - part 1

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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25 April 2017

6 ways to get continuous customer feedback

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 provide you with feedback on your service. But this is where your real challenge starts.

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6 April 2017

2 ways of measuring IT customer satisfaction

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 continuously. Which measurement approach is right for your situation?

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