Why Customer Feedback Should Matter to Tech Executives

Posted by Leah Chaney on 3/8/18 5:00 AM

The cat is out of the bag: We now live in the age of the customer. While this reality has many implications in the world of the modern-day technology executive, what it really means is that listening to and taking action on customer feedback is essential for business growth. 

Depending on who you ask, today’s organizations look to customer experience above many (if not all) success metrics. In fact, in the new knowledge economy, customer experience trumps all. A study by Walker showcases this evolution. A majority of customers (86%) will pay more for a better service. 

So, how do you understand whether a customer experience is positive, negative or somewhere in between? According to Gartner, this all starts with collecting and acting on customer feedback.

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Topics: customer experience, customer satisfaction, TSIA Partners, net promoter score

What B2B Can Learn from B2C Companies About Customer Satisfaction

Posted by Phil Nanus on 1/4/18 5:00 AM

For Services organizations, capturing crucial Voice of the Customer (VoC) data can be a challenge. They must strike the right balance between avoiding “survey fatigue” and not asking too much of their customers, while at the same time gathering the most detailed information that can be used to improve processes and the customer experience. While most customer-facing organizations tend to stick to their favorite tried-and-true customer satisfaction metrics, the secret to improving survey response rates might just lie outside of these common practices. Here’s a look at what the world of B2B (business-to-business) can learn about improving customer survey response rates from B2C (business-to-consumer) companies.

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Topics: customer success, B2B, customer satisfaction, customer health score, B2C

Is Your Back Office Causing Customer Dissatisfaction?

Posted by Mary Lou Joseph on 8/10/17 5:00 AM

Digital transformation has traditionally centered on customer-facing parts of the organization (the contact center, online self-service, mobile apps, etc.), but that’s changing. Increasingly, that focus is spreading into back-office functions and the broader enterprise as a way to digitize and optimize the entire customer journey. In fact, according to a March 2017 Digital McKinsey post titled, "Putting Customer Experience at the Heart of Next-Generation Operating Models," they say, “The benefits of improved customer experience can be fleeting unless changes to supporting back-end operations are made as well.” The article also goes on to state, “Delivering a great customer experience calls for disciplined execution and consistent service delivery.”

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Topics: customer satisfaction, TSIA Partners, back-office management, back office

Are You Providing Regular Soft Skills Training?

Posted by Kari Dodge on 1/5/17 5:00 AM

Even if they have years of experience, your support staff needs to be trained on their soft skills on a regular basis. The expectations of today's customers are constantly changing, and what made them happy last year won't necessarily cut it this year. It's up to your staff to stay current and be ready to deliver the highest level of customer satisfaction in this highly competitive climate. In this post, I'll share how you can make sure your support services team can stay on top of the latest support techniques to continue delighting your customers.

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Topics: support services, customer satisfaction, training, customer support, TSIA Strategic Services, soft skills, support staff excellence

Behind the Research: Customer Success and Support Services

Posted by Technology Services Industry Association on 4/19/16 6:30 AM

At TSIA, we provide technology and services businesses with the insights they need to grow, advance, and achieve their desired outcomes in our rapidly evolving industry. At the heart of this in-depth research are TSIA's research executives, who keep their fingers on the pulse of what's new and what's next in technology and services in order to deliver compelling content, best practices, and tools to our members. To highlight the brilliant people behind the research that makes TSIA what it is, we've invited the VP of Customer Success and Support Services research, Judith Platz, to tell us a bit about herself and her thoughts on both the current state and what the future holds in her area of research, customer success and support services.  

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Topics: customer success, support services, customer satisfaction, customer support, Behind TSIA Research

Keeping the Customer Experience First

Posted by Heather Shafer and Oscar Alban on 2/16/16 7:30 AM

More than ever before, the customer continues to be king in 2016. Along these lines, we would like to share some of the insights and highlights from a recent TSW session, “Why Customer Experience is Vital to Your Company's Success.” In this session, co-presented by Verint and Snap-on Tools, a leading global innovator, manufacturer, and marketer of tools, we discussed how the Snap-on Tools Customer Care Center uses Verint Speech Analytics to capture critical feedback from their customers and has incorporated it into their customer journey mapping to quantify the customer experience.

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Topics: customer satisfaction, customer experience management, customer experience journey mapping

Global Technology Survey is Now Open! Free Research Report for Participating

Posted by Technology Services Industry Association on 3/13/15 6:30 AM

TSIA's 10th annual Global Technology Survey is now open! This survey will measure the adoption, satisfaction, and planned spending of tools and services used by customer support, professional services, education services, managed services, and field services. Participation is open to all, and everyone who takes part in the survey will receive a free copy of "The 2015 TSIA Heatmap." Don't delay, survey ends on March 31!

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Topics: social media, customer satisfaction, TSIA Survey

Support in the Era of Consumption Economics

Posted by David Kay on 12/19/14 9:30 AM

12 Days of Insights 2014: Day 10

To celebrate the holiday season, we’re giving the gift of knowledge! Join us as we share our favorite posts from top technology services thought leaders in our 12 Days of Insights blog series. 

I've heard quite a few support leaders say that they know they're doing a good job because they're resolving issues quickly and their customer satisfaction surveys are good. Because, you know, that's what support does. Close cases. Quickly. In a way that satisfies customers. Mission accomplished; let's grab a beer!

Not so fast.

This belief begs the question of why the support organization exists. Because most of the activity, headcount, and budget are tied up in closing cases, it's easy to assume that the business of support is closing cases, full stop. But that's far too limited a view of our business.

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Topics: customer loyalty, customer satisfaction, customer retention, TSIA Partners

Reading the Tea Leaves: Use Customer Surveys to Effect Culture Change

Posted by Francoise Tourniaire on 12/14/14 1:21 PM

12 Days of Insights 2014: Day 5

To celebrate the holiday season, we’re giving the gift of knowledge! Join us as we share our favorite posts from top technology services thought leaders in our 12 Days of Insights blog series.

How would you like to increase your customer satisfaction ratings for six months straight while (not coincidentally!) reducing resolution time by 50 percent? One of my clients did, and you can too, by following these five relatively straightforward steps that link the operational processess of your support team and customer satisfaction. With a little effort and persistence, you'll be well on your way to changing your organizational culture for the better. 

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Topics: support, metrics, customer satisfaction, organizational culture, customer support, optimization

6 Steps to Skyrocketing Your Service Delivery With Journey Mapping

Posted by Dennis Gershowitz on 10/28/14 6:30 AM

Journey mapping is a company diagram that illustrates what customers truly want when it comes to service delivery and product involvement based on actual customer experiences. The more touch points customers receive, the more detailed the map. The purpose of customer journey mapping is to understand service delivery from start to finish so that companies can improve their processes for exceptional customer service. 

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Topics: customer experience, customer satisfaction, customer experience journey mapping, TSIA Partners


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