Customer service excellence is a key strategy for Microsoft. Treating customers well leads to greater profitability as satisfied customers are less likely to switch providers and more likely to recommend the company to others. While product quality is important, almost 70% of reasons customers leave have more to do with poor service quality rather than issues with the product itself. Microsoft aims to be number one in customer satisfaction across all audiences and markets by focusing on quality, innovation, ease of use, security, value and responsiveness. The company gathers feedback from customers to improve products and better understand the customer experience and journey.
6 Suggestions to Tackle Customer Experience in Times of CrisisSogolytics
“Always remember that everyone with whom you have a relationship has an invisible sign on their forehead that says ‘Make Me Feel Important.’ Treat them accordingly.”
- Eric Philip Cowell
Why do companies need to manage the entire customer experience? New analysis reveals that the entire customer journey - the series of interactions with a brand - is more important than any single touchpoint experience. Leading companies identify and effectively manage a few "key journeys." When companies perfect managing the entire customer journey, they reap significant benefits—including enhanced customer and employee satisfaction, reduced customer churn, increased revenue, lower costs, improved organizational collaboration, and competitive advantage. Presented at the Harvard Business Review webinar. For more on customer decision journeys: http://mckinseyonmarketingandsales.com/topics/customer-decision-journey
Employee engagement in a high-pressure environmentQualtrics
See how Imperial College NHS Trust responded to being near the bottom of the NHS staff engagement league tables with an employee engagement program that’s already delivering results in its first year.
Engagement and Talent Lead at the Trust, Nathaniel Johnson talks through the set up of the program and gives his tips for success in staff engagement.
Pause the workplace debate: ask these 4 questions firstJLL
To achieve meaningful results from workplace transformation, you need to first understand what drive performance and client experience for your organization. Join the conversion on twitter #RethinkWorkplace or visit: http://bit.ly/1ehZCY1
QuestionPro CX - Not Just a Number: Using NPS to Improve Customer ExperienceQuestionPro
In this special webinar, CX Expert, Shep Hyken will not only discuss NPS, but divulge his best tips on measuring Net Promoter Score to deliver a better customer experience. Join us and gain a better understanding of how you can use Net Promoter Score to measure and improve your customer experience to ultimately increase revenue.
You'll learn:
1. CX Trends in 2017
2. The differences between Customer Experience and Customer Service
3. Ways to measure CX and the metrics
4. CX and Revenue Correlation
5. Top ways to improve CX
6 Suggestions to Tackle Customer Experience in Times of CrisisSogolytics
“Always remember that everyone with whom you have a relationship has an invisible sign on their forehead that says ‘Make Me Feel Important.’ Treat them accordingly.”
- Eric Philip Cowell
Why do companies need to manage the entire customer experience? New analysis reveals that the entire customer journey - the series of interactions with a brand - is more important than any single touchpoint experience. Leading companies identify and effectively manage a few "key journeys." When companies perfect managing the entire customer journey, they reap significant benefits—including enhanced customer and employee satisfaction, reduced customer churn, increased revenue, lower costs, improved organizational collaboration, and competitive advantage. Presented at the Harvard Business Review webinar. For more on customer decision journeys: http://mckinseyonmarketingandsales.com/topics/customer-decision-journey
Employee engagement in a high-pressure environmentQualtrics
See how Imperial College NHS Trust responded to being near the bottom of the NHS staff engagement league tables with an employee engagement program that’s already delivering results in its first year.
Engagement and Talent Lead at the Trust, Nathaniel Johnson talks through the set up of the program and gives his tips for success in staff engagement.
Pause the workplace debate: ask these 4 questions firstJLL
To achieve meaningful results from workplace transformation, you need to first understand what drive performance and client experience for your organization. Join the conversion on twitter #RethinkWorkplace or visit: http://bit.ly/1ehZCY1
QuestionPro CX - Not Just a Number: Using NPS to Improve Customer ExperienceQuestionPro
In this special webinar, CX Expert, Shep Hyken will not only discuss NPS, but divulge his best tips on measuring Net Promoter Score to deliver a better customer experience. Join us and gain a better understanding of how you can use Net Promoter Score to measure and improve your customer experience to ultimately increase revenue.
You'll learn:
1. CX Trends in 2017
2. The differences between Customer Experience and Customer Service
3. Ways to measure CX and the metrics
4. CX and Revenue Correlation
5. Top ways to improve CX
Four Revealing Insights into the Customer Support Industry for 2016Kayako
Here are the four interesting statistics that emerged from the research, based on an international survey of 100+ support agents, managers, directors and VPs.
Read the full report: http://learn.kayako.com/state-of-the-profession-2016
About the Report:
The first ever Kayako Customer Support State of the Profession Report surveyed 116 respondents to understand customer support trends in salary, tenure, job satisfaction and challenges.
We created the report for, and with the help of, the customer support community. Until now, there has been little research done on the state of the profession so we worked with the support community to give them some deeper insight into their industry.
The report is anonymous, and designed to gain an overview the customer support function, different roles within the industry, and the challenges that teams of all sizes are currently facing.
This is the first report of its kind, and we hope to use it as a benchmark to measure against in our next annual report.
Read on to learn more about the trends affecting the industry, including salary, tenure, job satisfaction and challenges.
Read the full report: http://learn.kayako.com/state-of-the-profession-2016
Learn how you can drive your business forward with confidence by making decisions based on actionable insights gained from organizational data in real-time.
We are here to help organizations to become agile and efficient during their digital transformation, we help them to create competitive edge, increase customer satisfaction, minimize the overheads and eventually increase revenue.
Customer Experience, Culture & InnovationLisa Church
We operate in a world where more than half of consumers would switch brands to get better customer service. Distinguishing ourselves from our ever-changing competition is becoming tougher by the day. This presentation will provide you with strategies for engaging your staff in the innovation process and incorporating your customer service values into the culture
The Net Promoter Score, a standard measure of Customer Loyalty, has evolved into more of a system known as 'The Net Promoter System'. And The Net Promoter System comprises of 3 important pillars - The Inner Loop, The Outer Loop and The Huddle. Find out how these departments are important for Business Growth, to build Customer Loyalty and to increase Brand Advocates.
Customer Experience Management (CEM) is quickly becoming the new focus for companies looking to capture and keep market share. But what most companies are missing is that CEM starts at home, with all its employees, and not just the marketing department. During this session Digital Clarity Group's Cathy McKnight explored how shifting from an inside-out, to outside-in perspective, and adopting CEM as a company wide imperative – from the tools and systems available, to how they are used, to how employee work and collaborate – is critical to a company’s survival, let alone success.
“You can download this product from SlideTeam.net”
This slide shows customer journey map most adopted by leading IoT players. It covers stages of awareness, consideration, decision, delivery and use and loyalty and advocacy. Presenting this set of slides with name Customer Journey Map M3291 Ppt Powerpoint Presentation Backgrounds. The topics discussed in these slides are Customer Goals, Experience Business Goal, Awareness, Loyalty. This is a completely editable PowerPoint presentation and is available for immediate download. Download now and impress your audience. https://bit.ly/3plKujz
Net Promoter Score PowerPoint Presentation Slides SlideTeam
To measure and enhance your customer success all you need an influential tool for your business known as NPS, hence we offer you a net promoter score PowerPoint presentation slides which will help in retaining and minimizing the customer churn rate for your business. Utilize this presentation slide to define what NPS actually is for your business with its relevance and significance for the business growth and development. You can also use this PowerPoint image to explain the concept of customer success management which involves a process of keeping your clients happy through the metric of Net promoter score. With this presentation layout, measure whether your customers will recommend your business product or service to the other customers or not. Hence start commencing through this net promoter score PowerPoint template to describe the concept for better understanding of your potential viewers. Folks come closer with our Net Promoter Score Powerpoint Presentation Slides. They become extremely cohesive.
A prescribed and simple sales process is key to the timely and accurate positioning of Professional Services. The attached presentation describes a simple process and techniques that have worked well for Enterprise Software companies of medium to large sizes.
Excellence in Customer Service: The forgotten marketing strategy - MaRS Best ...MaRS Discovery District
With company and brand reputations more transparent than ever, the importance of managing your company's customer service has never been more crucial.
Learn ways to identify the channels that can have the most dramatic effect on your company’s reputation. Find out how to build a solid strategy for customer service that will fuel growth.
Four Revealing Insights into the Customer Support Industry for 2016Kayako
Here are the four interesting statistics that emerged from the research, based on an international survey of 100+ support agents, managers, directors and VPs.
Read the full report: http://learn.kayako.com/state-of-the-profession-2016
About the Report:
The first ever Kayako Customer Support State of the Profession Report surveyed 116 respondents to understand customer support trends in salary, tenure, job satisfaction and challenges.
We created the report for, and with the help of, the customer support community. Until now, there has been little research done on the state of the profession so we worked with the support community to give them some deeper insight into their industry.
The report is anonymous, and designed to gain an overview the customer support function, different roles within the industry, and the challenges that teams of all sizes are currently facing.
This is the first report of its kind, and we hope to use it as a benchmark to measure against in our next annual report.
Read on to learn more about the trends affecting the industry, including salary, tenure, job satisfaction and challenges.
Read the full report: http://learn.kayako.com/state-of-the-profession-2016
Learn how you can drive your business forward with confidence by making decisions based on actionable insights gained from organizational data in real-time.
We are here to help organizations to become agile and efficient during their digital transformation, we help them to create competitive edge, increase customer satisfaction, minimize the overheads and eventually increase revenue.
Customer Experience, Culture & InnovationLisa Church
We operate in a world where more than half of consumers would switch brands to get better customer service. Distinguishing ourselves from our ever-changing competition is becoming tougher by the day. This presentation will provide you with strategies for engaging your staff in the innovation process and incorporating your customer service values into the culture
The Net Promoter Score, a standard measure of Customer Loyalty, has evolved into more of a system known as 'The Net Promoter System'. And The Net Promoter System comprises of 3 important pillars - The Inner Loop, The Outer Loop and The Huddle. Find out how these departments are important for Business Growth, to build Customer Loyalty and to increase Brand Advocates.
Customer Experience Management (CEM) is quickly becoming the new focus for companies looking to capture and keep market share. But what most companies are missing is that CEM starts at home, with all its employees, and not just the marketing department. During this session Digital Clarity Group's Cathy McKnight explored how shifting from an inside-out, to outside-in perspective, and adopting CEM as a company wide imperative – from the tools and systems available, to how they are used, to how employee work and collaborate – is critical to a company’s survival, let alone success.
“You can download this product from SlideTeam.net”
This slide shows customer journey map most adopted by leading IoT players. It covers stages of awareness, consideration, decision, delivery and use and loyalty and advocacy. Presenting this set of slides with name Customer Journey Map M3291 Ppt Powerpoint Presentation Backgrounds. The topics discussed in these slides are Customer Goals, Experience Business Goal, Awareness, Loyalty. This is a completely editable PowerPoint presentation and is available for immediate download. Download now and impress your audience. https://bit.ly/3plKujz
Net Promoter Score PowerPoint Presentation Slides SlideTeam
To measure and enhance your customer success all you need an influential tool for your business known as NPS, hence we offer you a net promoter score PowerPoint presentation slides which will help in retaining and minimizing the customer churn rate for your business. Utilize this presentation slide to define what NPS actually is for your business with its relevance and significance for the business growth and development. You can also use this PowerPoint image to explain the concept of customer success management which involves a process of keeping your clients happy through the metric of Net promoter score. With this presentation layout, measure whether your customers will recommend your business product or service to the other customers or not. Hence start commencing through this net promoter score PowerPoint template to describe the concept for better understanding of your potential viewers. Folks come closer with our Net Promoter Score Powerpoint Presentation Slides. They become extremely cohesive.
A prescribed and simple sales process is key to the timely and accurate positioning of Professional Services. The attached presentation describes a simple process and techniques that have worked well for Enterprise Software companies of medium to large sizes.
Excellence in Customer Service: The forgotten marketing strategy - MaRS Best ...MaRS Discovery District
With company and brand reputations more transparent than ever, the importance of managing your company's customer service has never been more crucial.
Learn ways to identify the channels that can have the most dramatic effect on your company’s reputation. Find out how to build a solid strategy for customer service that will fuel growth.
Selling the Value of a Customer Experience StrategyAvtex
There’s no question that great customer experience delights customers, creates loyalty, and attracts prospects. Management has put you in charge of creating a customer experience that differentiates your organization! Where do you start?
Although customer-centric strategies might be thought of as “common sense” they can actually be quite complex. In this session we’ll discuss the importance of establishing a CX strategy and explore the core elements your strategy should include.
Customer service is about how a company deals with its consumers before, during and after a purchase or use of a service. It is a series of activities designed to enhance the level of customer satisfaction - that is, the feeling that a product or service has met the customer expectation. A combination of knowledge, attitude, techniques and skills are essential for the customer service professional to provide a holistic and quality customer experience.
In this training powerpoint, you can educate and train employees to deliver professional customer service to external paying customers as well as internal customers.
LEARNING OBJECTIVES:
1. To instill in customer service professionals the importance of providing excellent customer service
2. To equip customer service professionals with effective techniques and skills to provide excellent service
3. To manage and handle customer interactions and relationships
CONTENTS:
1. Introduction to Customer Service
2. Key Elements of Customer Service
3. Effective Techniques and Skills
4. Dealing with Different Types of Customers
This training powerpoint includes exercises for individual and group discussions and role plays.
Customer Service PowerPoint PPT Content Modern SampleAndrew Schwartz
163 slides include: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, what to say and addressing excuses, implementing a program and examining behaviors, 7 practical steps to customer service, performance standards and quality, looking to the future, Q& A's, increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more.
ReadySetPresent (Customer Service PowerPoint Presentation Content): 100+ PowerPoint presentation content slides. Knowing what your customer wants and needs is the number one factor to excellent customer service. Only by improving one’s customer service can your business develop. Customer Service PowerPoint Presentation Content slides include topics such as: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, 10+ slides on what to say and addressing excuses, 10+ slides on implementing a program and examining behaviors, 7 practical steps to customer service, 30 slides on performance standards and quality, looking to the future, Q& A’s, 5 slides on increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more!
Praxishandbuch Service Excellence 2-2016 Rainer Kolm
Das Service Excellence Cockpit hat bei vielen Unternehmen Einzug gehalten. Und das völlig zu Recht. Stellt es doch ein hervorragendes Instrument dar, die eigenen Serviceaktivitäten übersichtlich aufbereiten zu können und zusätzlich noch aus dem Benchmarking mit anderen Unternehmen zu lernen.
Längst haben erfolgreiche Unternehmen die strategische Positionierung ihrer Customer Service Einheiten erkannt. An welchen Stellen der Customer Journey können sie wertvolle Unterstützer sein? Wie in der Vernetzung der Touchpoints entscheidende Impulse setzen und Kaufentscheidungen herbeiführen? Wo für den Kunden da sein, wenn er doch einmal den persönlichen Kontakt sucht?
World Class Service 2.0: Going Beyond the Basics of Customer ServiceRasmussen College
World class customer service is a critical element of any successful business no matter how small or how large your company is. Competition is fierce and one negative customer experience can affect your bottom line and spread across social media channels—affecting your image and your brand. This showcase will explore how your company can go beyond the basics of customer service to create a consistent and positive customer and employee experience. Our subject matter expert, Patty Sagert, teaches us how to set your business apart from your competitors by creating engaging, unique, and memorable customer experiences.
Watch the presentation: https://www.youtube.com/watch?feature=player_embedded&v=LorRx1ui3PI
Featured Speaker:
Patty Sagert
Campus Director
Blaine Campus
Rasmussen College
Southwest Airlines has a highly engaged workforce known for its sense of humor and teamwork. Its culture is fueled by significant investments in leadership development. This session explores how Southwest’s Developing Legendary Leaders program, an intensive boot camp for managers and directors, builds leadership, strategic thinking and business acumen skills. The session takes a close look at a competitive team-based simulation that allows Southwest’s rising leaders to hone their business acumen skills.
Get an inside view into Southwest’s successful leadership development program, and see the results of Southwest’s focus on developing leaders from within the organization.
FACEWORK - Enterprise and Customer Service - Teacher's Powerpoint Stephen Carrick-Davies
Third in the series of Facework STEPS to work resource for teachers to use with students. This powerpoint looks at the importance of Enterprise and Customer Service within the work place and what employers are looking for. See www.facework.today for more info
There is broad agreement in the executive and management ranks
that customer experience is a key competitive differentiator today.
Companies of all sizes and across all industries see the strategic
significance of superior customer experience expanding in the future.
Nearly three-quarters of business leaders (73%) said that delivering a
relevant and reliable customer experience is critical to their company’s
overall business performance today, and almost all (93%) agreed that it
would be two years from now.
However, very few companies have the necessary technology systems in place to
support the organizational and process changes required to reorient the business to
the customer. Delivering a superior customer experience requires flexible software
capable of ingesting and analyzing growing volumes of data in various forms, and
legacy systems are rarely capable of this task. As a result, there is a substantial
disconnect between the importance of customer experiences and the capabilities
of companies to deliver them. A mere 15% of business leaders rated their customer
service strategy and approach as very effective, while just over half (53%) said their
approach is somewhat effective. FIGURE 1
These are among the findings of a new Harvard Business Review Analytic Services
study of 680 executives about customer experience management—research that
features in-depth interviews with several top-performing company leaders.
Increasingly, customer experience is the competitive differentiator as companies battle
for business in industries where products are growing ever more commoditized and
customers significantly more demanding—and IT is uniquely positioned to lead the
technology, process, and organizational transformation required to meet customers
where they are. “We must continuously improve our customer experience by, for
example, removing friction from our processes and adding new features to our
products,” said the customer experience leader at an international financial services
company in the midst of a global reorganization to improve customer experience
performance. “We need to make sure that our customers have an optimal experience
across various silos and products from start to finish.”
Data has a clear role to play in developing a superior customer experience—
and companies have access to more information on their customers than ever
before. Indeed, they are seeing an exponential increase in customer-related data,
driven largely by social media, mobile, and e-commerce. But these expanding
troves of customer information alone are clearly not driving customer experience
improvements—let alone innovation—in the vast majority of organizations.
Becoming Customer Centric: A Business and IT RoadmapPlus Consulting
The rapid rise of global competition, combined with the adoption of Internet-based communications and cloud processing power, has created a state of hypercompetition across most industries. The antidote? Become customer centric. Here's a brief business and IT roadmap to make it happen.
Are your service level reports all green, but your customer is still not happy? That's because traditional time-based IT support metrics suck. Discover a better way to measure IT service quality.
Course5 Intelligence has developed and deployed across its key clients a sophisticated AI solution that allows you to view all your Customer Experience drivers in a clean, interactive interface.
You Answer It, You Own It
Before you can successfully implement TCO, you will need all stakeholders—especially the service desk and assignment groups— to commit to building relationships with each other and with customers. As discussed earlier, the service desk and assignment groups must keep the customer in mind when they’re designing the integrated incident management and request management process TCO requires. To provide a customer-validated resolution
and fulfillment, the service desk and all assignment groups must work together seamlessly and transparently on successfully completing all activities/tasks related to the process (per the RACI matrix), ensuring that all relevant information is collected during the first customer contact, setting the customer’s expectation, and providing regular status updates.
The Future of Contact Centers Artificial IntelligenceJim Iyoob
It is not possible to have your company everywhere all the time, right? But today’s customers want it fast, they want it good and they want it their way. Your customer will leave you if it’s not their way; you can expect up to 95% of them to tell their friends, family and co-workers about their bad experience. Matt Rocco and I have put in a lot of work together to write “The Future of Contact Centers”.
Here's my collection of Marketing & Product Management best practices, appropriate to B2B tech companies. Would love to hear from comments and suggested improvements and additions!
No business — regardless of industry or size — is immune to digital disruption. It’s up to business leaders to decide: Be the disruptor or be defeated by one. But what does the path to digital transformation look like? While the journey is unique for every business, this is a strategic framework crafted by Insight’s Digital Innovation team to ensure success.
Learn more here: http://ms.spr.ly/6008rNbQg
Top 10 Ways To Improve Digital ExperiencesGoodbuzz Inc.
To find improvement opportunities that will have the biggest impact on the customer experience and business metrics, companies need to start their digital improvement projects by analyzing web and app analytics, operational data, and multiple forms of customer research.
VRX Outsourcing is a leading world supplier of enterprise business solutions and IT/Telecom company that focuses on extremely qualitative, innovative integrated e-business solutions, timely delivered and efficient services. Our competencies exist providing custom created business solutions to world customers and determination a rank of specific tasks on application development.
We have a passionate development team with wonderful vary of skills, deep vertical industries experience and excellence in advanced technologies. By wise mix of business analysis and management with latest technology, VRX Outsourcing styles and develops custom created software and online applications. We’ve a broad vary of technology services that deliver real business results.
VRX Outsourcing includes a huge business for outsourcing, all IT/Telecom services and many more from India. Our main preference is to achieve your trust through our commitment and integrity, extending most prices to you and pains to exceed your expectations.
7 Capabilities of Companies That Are Killing It in CXPerficient, Inc.
Every organization is at a different stage of digital maturity, which directly affects its ability to deliver an exceptional customer experience (CX). To make the situation more challenging, customer expectations are increasing every day as Amazon, Google, and other innovators are setting a high bar for what consumers expect to see when they engage with a brand.
We’ve developed a model that identifies the seven core capabilities of the companies that are dominating CX. These are the things they do that set them far ahead of their competition and allow them to deliver killer customer experiences. In our webinar, we took a closer look at those seven capabilities, including:
-How you can help your company adopt and master the 7 characteristics of CX success
-How companies with exceptional experiences can continue to improve and adapt
Shared Service Management: Ny medarbejder ombord - TOPdesk on Tour Denmark 2019TOPdesk
Gør hverdagen nemmere med én fælles platform for alle serviceafdelinger - det gør kommunikationen langt mere ligetil og håndteringen af dine services nemmere. Du skal indse at samarbejde på tværs af afdelingerne, bliver nemmere med samme værktøj. IT, FM og HR skal udarbejde en fælles proces med opgaver samt en procesmodel for en ny medarbejder.
The secret ingredients to a great service culture - TOPdesk on Tour Denmark 2019TOPdesk
How to deliver great services? The answer used to be “get the right tools and processes in place”. Now ITSM’s focus is shifting towards customer satisfaction; having the right staff is more important than ever. But how do you find and retain the best service employees? And how do you help them excel? In this talk, Ron explains how they built a great company culture at TOPdesk: The company that received multiple best employer awards and scores a 4,8 out 5 on Glassdoor.
Tips & tricks - TOPdesk on Tour Denmark 2019TOPdesk
Vores tips & tricks session er tilbage. Anders vil fortælle og vise dig en række nyttige tips og tricks, som kan være med til at optimere din arbejdsdag og hjælpe dig med at få mest muligt ud af din TOPdesk-løsning.
Mature service management with A.I. - TOPdesk on Tour Denmark 2019TOPdesk
Most service desks would like to increase their maturity. Allow end users to better help themselves, reduce distractions and repetitive tasks for operators, increase customer satisfaction, work pro-actively, be able to look ahead, prevent problems and be more in control of their processes. However, daily operations prevent them from spending time on this. In this presentation, Arvind explains how AI will enable service desks to make the shift to proactive service management and increase their maturity level. And he shares the AI ideas that TOPdesk has planned for the coming year.
Kast det bare over hegnet! - TOPdesk on Tour Denmark 2019TOPdesk
Din servicedesk er nøglen mellem dine (interne) kunder og leverandører. Du spiller en stor rolle i kommunikationen mellem parterne, du løser sagerne og sikrer at service level agreements overholdes. Vi undersøger, på en legende måde, hvor vigtigt tydelige SLA’er og kommunikation er. Det er et godt udgangspunkt for at forbedre samarbejdet mellem dine kunder, leverandører og din servicedesk.
TOPdesk, TOPdesk, TOPdesk.. - TOPdesk on Tour Denmark 2019TOPdesk
Fra et lille loftrum til den dag i dag, at have 14 kontorer fordelt rundt på 11 lande – og salgspartnere i flere lande. Vi er i gang med at erobre verden. Mere end 750 ansatte, mere end 150 udviklere, mere end 45 årlige SaaS-releases og meget mere.
TOPdesk on Tour 2019: How-to 3: Service Automation met TOPdesk en Solution Pa...TOPdesk
Service Automation is de ultieme stap in Shift Left. Ontdek hoe je diensten in je selfserviceportal aan kunt bieden zodat je klant zelf zaken kan regelen, en je serviceafdeling er niet naar om hoeft te kijken. In de how to stel je zelf alles in in TOPdesk. Van Aanvraag via Action Sequence tot uitgevoerde Wijziging. Ook maak je kennis met aanvullende tools die de mogelijkheden vergroten.
Deze how-to is gegeven door Ard van Spelde tijdens TOPdesk on Tour 2019
Tijdens deze presentatie vertelde Renske van der Heide welke trends er momenteel zijn op het gebied van facility management en hoe je hier met TOPdesk op kan inspelen. Onderwerpen die o.a. aan bod komen zijn AI en Virtual Reality
Tijdens deze presentatie vertelde Sylvie en Michiel hoe je TOPdesk kan inzetten voor Burgerondersteuning. Deze presentatie is gegeven tijdens de kennisochtend voor Rijksoverheid op 29 mei 2019
TOPdesk on Tour 2019: Betrokken medewerkers, blije klantenTOPdesk
We weten steeds beter wat de effecten zijn van een hoge medewerkersbetrokkenheid. Niet alleen zijn de medewerkers gezonder en gelukkiger, ze zijn ook productiever, flexibeler en klantgerichter. Onze klanten voelen dit. Een hoge score op Glassdoor valt niet voor niets vaak samen met een hoge score bij Gartner en TrustRadius.
Medewerkers en managers spelen een belangrijke rol bij het vergroten van de medewerkersbetrokkenheid en plukken hier samen de vruchten van. Annemarie neemt je graag mee in de mooie wereld van betrokken, bevlogen medewerkers en laat zien hoe je hier stappen in kunt zetten, zowel voor jezelf als voor je medewerkers.
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
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3. It costs about five
times as much to
attract a new
customer as it costs
to keep an old one.
Direct correlation between customer
satisfaction and profitability – it’s true
A dissatisfied consumer
will tell between 9 and 15
people about their
experience. About 13% of
dissatisfied customers tell
more than 20 people.
It takes 12 positive service
experiences to make up for
one negative experience
Almost 70% of the
identifiable reasons why
customers left companies
had nothing to do with
the product. The
prevailing reason for
switching was poor
quality of service.
4. Quality & Innovation
To be #1 in satisfaction across all audiences and in every market that we serve
Company values
6. “What can we do to make it better?”
Net Promoter Score:
100
VSAT 54
SSAT 36
SDSAT 8
VDSAT 2
Unknown
0
%VSAT 54
%DSAT 10
144
Calculation top-
bottom box
TOTAL NSAT
Enter No. of contacts
per score
check : all contacts distributed?
NSAT Calculation Example
# total contacts
NSAT
How likely are you to recommend to a colleague or friend?
Net Promotor Score (NPS)
8. What we measure
Product Quality
Innovation
Ease
Cares
Security
Cloud
Value
Quality of
Resources
Account
Management
9. Customer centricity: Voice of the
Customer
Quality & Innovation
To be #1 in satisfaction across all audiences
and in every market that we serve
Company values
15. Role Modeling
Ensure leaders are behaving in the new
way and leading by example
Foster
Understanding and
Conviction
Develop a compelling story line of
‘what’ and ‘why’
People know what is expected of them,
agree with it and find it meaningful
Developing Talent
and Skills
Develop the skills and competencies to
behave in a new way
Reinforcing with
Formal Mechanisms
Ensure structures, systems, processes,
rewards and recognitions all reinforce
new behaviours
Behaviour and Mindset Shifts
16. Customer centricity: Quality & Innovation
Quality & Innovation
To be #1 in satisfaction across all audiences and in every market that we serve
Company values
17. Feedback drives change and innovation
8.1
Consumer Preview used
by 6M customers
Internally tested
by 30K employees
500k+ social comments
5,000 improvements
18. *Conceptual illustration only
Current Branch for BusinessCurrent Branch
Microsoft
Insider Preview
Branch
Broad
Microsoft
internal
validation
Engineering builds
Customer
Internal Ring I Customer
Internal Ring II Customer
Internal Ring III Customer
Internal Ring IV
Users
10’s of
thousands Several
Million
Market driven quality: external and internal
Hundreds
of millions
19. Long Term Servicing
Branch*
Deploy for mission critical
systems via WSUS
Windows Insider
Preview Branch
Specific feature and
performance feedback
Application compatibility
validation
Ongoing engineering
development
Feedback
and asks
Stage broad deployment via
WU for Business
Current Branch
For Business
Deploy to appropriate
audiences via Windows
Upgrade
Test and prepare for broad
deployment
Current Branch
*Enterprise or Education edition required
Customer journey