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.

Read More

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.  

Read More

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.

Read More

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!

Read More

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.

Read More

Topics: customer loyalty, customer satisfaction, customer retention, 12 Days of Insights, 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. 

Read More

Topics: support, metrics, customer satisfaction, organizational culture, customer support, 12 Days of Insights, 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. 

Read More

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

TSW Power Hour Session Recap: The 2014 Technology Heatmap

Posted by Technology Services Industry Association on 5/6/14 9:16 PM

What’s happens in a TSW “Power Hour” session? Attendees gain data points on key areas of technology services, delivered by TSIA’s top research execs. TSIA’s John Ragsdale shared a recap of his Power Hour session, discussing adoption, satisfaction, and planned spending within key areas of tech services.

 

Read More

Topics: customer satisfaction, Technology Services World Conference

Consistent Experiences Drive Customer Satisfaction and That Drives Customer Retention

Posted by Dennis Gershowitz on 4/16/14 4:44 PM

Imagine you are driving to work on Monday, following the same route you've driven for the last five years. You see a traffic light change from green to yellow, and for just a split-second, you think about hitting the gas pedal to get through the intersection before the light changes to red. Instead you slow down and stop because you know the light will stay red for two minutes, and that will not disrupt your arrival time. 

Read More

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

Support Services: Building a Customer Loyalty and Satisfaction Program That Actually Retains Customers

Posted by Jodi Beuder on 3/12/14 3:53 PM

If you have been seeing decent or high customer satisfaction marks from your customers, yet you feel that your loyalty programs aren’t retaining these same customers, it may be time to revisit your strategy.

In B2B sales, retaining customers is one of the most cost-effective marketing steps you can take. It costs an estimated five to ten times more to gain new customers than it does to retain existing customers, according to research. If you’re like many companies, you attempt to retain customers through various forms of customer satisfaction measurement and customer loyalty programs, but to what effect? If you have been seeing decent or high customer satisfaction marks from your customers, yet you feel that your loyalty programs aren’t retaining these same customers, it may be time to revisit your strategy.

Read More

Topics: customer loyalty, B2B, support services, customer satisfaction

Comments

Subscribe to the Blog

Posts by Topic

see all

Follow TSIA