David Strom discusses essential lessons for IT from customer support experiences, emphasizing the importance of listening to customers and asking the right questions. He highlights the need for honesty in communication, proactive engagement, and careful recruitment of brand ambassadors. Additionally, he recommends using data dashboards to track customer sentiment and analyzing the leads funnel to improve retention.

1. David Strom
Lessons for IT from the Front
Lines of Customer Support
Author & IT Expert

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Moderator
James Hilliard
Hilly Productions

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Q & A
Type questions and
comments

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Follow Us
#GoToAssistWBR
@hillyprods
@GoToAssist
@dstrom

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Presenter
David Strom
Editor and IT Expert

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First you have to listen to your customers!

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Ask these
questions to your
“bounceback” customers

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Track customer sentiment

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Are you asking the right questions?

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Neil deGrasse
Tyson

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Build data dashboards

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The worst thing you can do when
it comes to customer retention is
to over-promise and under-
deliver.

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Be honest when a problem occurs

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Use good judgment in all situations

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Or the “IT Crowd”

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Be proactive in all your communications

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Train your customer-facing teams

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Analyze your “leads funnel”

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Know your biggest troublemakers

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Recruit your brand ambassadors carefully!

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Find stupid stuff and fix quickly

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My review in Network World of various
social media monitoring tools

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Q & A
David Strom
Author & IT Expert
http://www.strom.com/
@dstrom
James Hilliard
Hilly Productions
www.hillyproductions.com
@hillyprods

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