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Listen to Your Customers: How IT Can Provide Better Support

  1. David Strom Lessons for IT from the Front Lines of Customer Support Author & IT Expert
  2. © 2015 Citrix. Moderator James Hilliard Hilly Productions
  3. © 2015 Citrix. Q & A Type questions and comments
  4. © 2015 Citrix. Follow Us #GoToAssistWBR @hillyprods @GoToAssist @dstrom
  5. © 2015 Citrix. Presenter David Strom Editor and IT Expert
  6. © 2015 Citrix.
  7. © 2015 Citrix.
  8. © 2015 Citrix.
  9. © 2015 Citrix.
  10. © 2015 Citrix.
  11. © 2015 Citrix. First you have to listen to your customers!
  12. © 2015 Citrix.
  13. © 2015 Citrix.
  14. © 2015 Citrix. Ask these questions to your “bounceback” customers
  15. © 2015 Citrix.
  16. © 2015 Citrix. Track customer sentiment
  17. © 2015 Citrix.
  18. © 2015 Citrix. Are you asking the right questions?
  19. © 2015 Citrix. Neil deGrasse Tyson
  20. © 2015 Citrix. Build data dashboards
  21. © 2015 Citrix. The worst thing you can do when it comes to customer retention is to over-promise and under- deliver.
  22. © 2015 Citrix. Be honest when a problem occurs
  23. © 2015 Citrix. Use good judgment in all situations
  24. © 2015 Citrix. Or the “IT Crowd”
  25. © 2015 Citrix. Be proactive in all your communications
  26. © 2015 Citrix. Train your customer-facing teams
  27. © 2015 Citrix. Analyze your “leads funnel”
  28. © 2015 Citrix.
  29. © 2015 Citrix.
  30. © 2015 Citrix.
  31. © 2015 Citrix. Know your biggest troublemakers
  32. © 2015 Citrix. Recruit your brand ambassadors carefully!
  33. © 2015 Citrix. Find stupid stuff and fix quickly
  34. © 2015 Citrix. My review in Network World of various social media monitoring tools
  35. © 2015 Citrix.
  36. © 2015 Citrix.
  37. © 2015 Citrix. Q & A David Strom Author & IT Expert http://www.strom.com/ @dstrom James Hilliard Hilly Productions www.hillyproductions.com @hillyprods
  38. Please fill out the survey that appears after you leave the webinar How’d we do?
  39. Thanks for Attending!
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