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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.hil...
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Listen to Your Customers: How IT Can Provide Better Support

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For a weibar sponsored by Citrix 11/15.
IT needs to provide the best possible support to its end users. Indeed, treating them as your customers is critical. We’ll cover some of the lessons learned from the best and worst customer-facing organizations to see how IT can make improvements in this area.

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Listen to Your Customers: How IT Can Provide Better Support

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

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