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Customer Experience

5 Easter eggs to make your service desk stand out
By Nicola van de Velde on April 18, 2019

It’s spring time. Flowers are blooming, and customer love is in the air. Service desks are looking to improve the bond with their customers, and offer them that bit of extra attention...

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Customer Experience

4 things Game of Thrones teaches us about customer experience
By Nicola van de Velde on April 11, 2019

HBO’s hugely successful Game of Thrones is coming to its 8th and final season. Now before we get all teary-eyed and find out who ends up on the Iron Throne, we’d like to share our...

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Customer Experience

7 inspiring articles on how to improve your CX
By Vanda Kovacs on March 21, 2019

Everybody wants to design great experiences for their customers. But how? To give you some inspiration, I’m sharing some of my favorite articles on creating great Customer Experience....

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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

How a service catalogue helps you increase customer satisfaction
By Gökhan Tuna on February 21, 2019

According to the Agile Manifesto, customer collaboration goes beyond contract negotiation. You can use this principle to professionalize your service catalogue. But how do you go about...

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Customer Experience

Why the digital workforce won’t take over the service desk
By Ron van Haasteren on February 14, 2019

As a child, you had an imaginative mind that could create worlds beyond reach. For instance, thinking of the future was always about self-driving cars for me, and Gotham City-like...

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Customer Experience

Outsourcing 2.0 – Why IT departments should learn to let go
By Wolter Smit on January 24, 2019

You don’t get satisfied customers by trying to be the best at everything. Sometimes it’s better to outsource certain tasks. But how much should you outsource if you want to increase...

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Customer Experience

Omotenashi: 3 Japanese lessons for service desks
By Ludo Bergkamp on November 8, 2018

One of the lesser known Japanese concepts is Omotenashi. Which 3 lessons for service desks can be drawn from this concept?

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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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