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David Strom
Lessons for IT from the Front
Lines of Customer Support
Author & IT Expert
© 2015 Citrix.
Moderator
James Hilliard
Hilly Productions
© 2015 Citrix.
Q & A
Type questions and
comments
© 2015 Citrix.
Follow Us
#GoToAssistWBR
@hillyprods
@GoToAssist
@dstrom
© 2015 Citrix.
Presenter
David Strom
Editor and IT Expert
© 2015 Citrix.
© 2015 Citrix.
© 2015 Citrix.
© 2015 Citrix.
© 2015 Citrix.
© 2015 Citrix.
First you have to listen to your customers!
© 2015 Citrix.
© 2015 Citrix.
© 2015 Citrix.
Ask these
questions to your
“bounceback” customers
© 2015 Citrix.
© 2015 Citrix.
Track customer sentiment
© 2015 Citrix.
© 2015 Citrix.
Are you asking the right questions?
© 2015 Citrix.
Neil deGrasse
Tyson
© 2015 Citrix.
Build data dashboards
© 2015 Citrix.
The worst thing you can do when
it comes to customer retention is
to over-promise and under-
deliver.
© 2015 Citrix.
Be honest when a problem occurs
© 2015 Citrix.
Use good judgment in all situations
© 2015 Citrix.
Or the “IT Crowd”
© 2015 Citrix.
Be proactive in all your communications
© 2015 Citrix.
Train your customer-facing teams
© 2015 Citrix.
Analyze your “leads funnel”
© 2015 Citrix.
© 2015 Citrix.
© 2015 Citrix.
© 2015 Citrix.
Know your biggest troublemakers
© 2015 Citrix.
Recruit your brand ambassadors carefully!
© 2015 Citrix.
Find stupid stuff and fix quickly
© 2015 Citrix.
My review in Network World of various
social media monitoring tools
© 2015 Citrix.
© 2015 Citrix.
© 2015 Citrix.
Q & A
David Strom
Author & IT Expert
http://www.strom.com/
@dstrom
James Hilliard
Hilly Productions
www.hillyproductions.com
@hillyprods
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Listen to Your Customers: How IT Can Provide Better Support