Where is my Customer Satisfaction Survey?
linkedin
April 02, 2017
I recently took my car in for service, but did not receive a customer satisfaction survey. Every other time in the past from this particular car dealer’s service department, I received my survey within 1-2 days of receiving service. I always look forward to the opportunity of telling people or organizations that they did a good job.
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Tags: Customer Experience, Management
BIG Data for ITSM/ITIL
linkedin
February 17, 2017
Where is the "Big Data" kept for ITSM?
Why it’s in the Asset Database/CMDB/CMS/SKMS.
In ITSM there is a logical model that is followed to help organizations understand decision support related to ITSM. The model is called the DIKW model – Data, Information, Knowledge, Wisdom. Data is translated into Information, Information to Knowledge, and Knowledge to Wisdom for decision support.
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Tags: Analytics, Big Data
Designing for Customer Experience
linkedin
January 30, 2017
Today there is a lot of buzz about delivering a better customer experience with services and products. But how do you do this? There are best practices such as ITIL® and other practices becoming commonplace in organizations or transitioning to the “Plateau of Productivity” (Gartner). What’s missing is Experience Management as a formal specialized process with a best practice approach. As a formal process it should be designed, documented, and executed in a collaborative coordinated fashion with other key processes.
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Tags: Customer Experience, CRM
