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Customer Experience

The 4 pillars of better Service Desk performance
By George Cox on August 30, 2017

What's the key to improved Service Desk performance? We think it ultimately boils down to the same things that drive success in any organisation. And if that's the case, why not take a...

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Customer Experience

4 Steps to improve the image of your Service Department
By Sumit De on July 14, 2017

One thing we hear a lot as consultants is the following: the only time that a customer or colleague will contact the service desk is when something is wrong and this in turn leads to...

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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

4 steps to a Customer-focused Service Desk culture
By Hannah Price on June 27, 2017

Focusing on the customer can help your Service Department work more efficiently and improve the relationships with your customers and colleagues. A big part of Customer Centricity is...

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Customer Experience

The importance of Service Excellence in Facilities Management
By Annemarie Wolfrat on May 30, 2017

As an organization, you want to go one step further and exceeding your customers’ expectations. With a Service Excellence approach, you can make that difference. But how does that work?...

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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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Customer Experience

5 ways to improve your IT department's image
By Ron van Haasteren on April 20, 2017

Much of what IT departments do is invisible. Your colleagues come to work in the morning and use many of your services within the first half hour without even thinking of you. It's a...

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Customer Experience

How to handle Social Media as a Service Tool
By Jan Dijkshoorn on March 7, 2017

The rise of social media has become more visible in recent years, also in the business world. Company forums like Yammer or instant messenger are part of the standard communication...

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Customer Experience

4 questions you should ask about using Forms in your Service Delivery
By Sam Norman on February 23, 2017

Change can be really great, but it can also be pretty daunting. Focusing specifically on your customers,how do you stay on top of change and ensure that your services are presented in...

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