Creating and Monitoring Customer Satisfaction

Size: px
Start display at page:

Download "Creating and Monitoring Customer Satisfaction"

Transcription

1 Creating and Monitoring Customer Satisfaction Prepared by Daniel Wood Head of Research Service Desk Institute Sponsored by

2 Introduction Customer satisfaction is at the heart of everything that the service desk does, but knowing how to measure it, what to do with that information and how to improve service based on feedback is a significant challenge for many service desks. Indicative of the service desk s evolution has been the increased usage of the word customer and the move away from user. Employees are no longer just users of IT and the service desk, instead they are customers. They purchase IT services, which come with service and support attached to them. But how do we turn our customers into loyal customers who rave about the service that we provide? If we were to ask our customers today if they would use another service desk, how many would say that they would remain loyal and not jump ship? In other words, how do we know what our customers want, need and demand from the service that we provide? In this guide, we ll look at how to measure and record customer satisfaction and explore the ways in which you can turn feedback into service improvements that will drive quality service that is consistent and superlative. 2

3 What Do Our Customers Think of Us? How many times have you been asked for your feedback on a company or product this week? It seems that you can t visit a website these days without being asked your opinion. Was this information useful? Did the solution provided fix the problem? How often do you use our services? Any comments? We re bombarded with requests for our feedback because it is so important when delivering services. How else could the CNN know if their website was meeting (or hopefully exceeding) their and your expectations? Customers drive so many industries and services that understanding what they think and feel is incredibly vital. So how do we survey our service desk customers and encourage them to engage with us and enable us to drive service improvement? Customer feedback is one of the most important mechanisms that we have to understand if we are meeting customer expectations and whether we are delivering the standard of service that is required. Having customer feedback mechanisms in place allows service desks to understand more about their customers and enables them to see how the service they deliver has changed over time and where improvements have been made. Ultimately then, customer satisfaction is the key driver for Service Improvement Plans (SIP) as everything that the service desk does should be predicated on enhancing the customer experience. 3

4 How to Engage with Customers There are numerous ways in which you can gather customer feedback. One of the most popular is customer satisfaction surveys, which come in a variety of forms befitting their varied purposes. Event-Based Survey The Event-Based Survey facilitates the tracking of trends in satisfaction with current services. They are regular, continual surveys (i.e., a follow-up after a call is closed). They should be short (3-5 questions) and quick and easy to complete. This type of survey is one of the most effective ways to keep a finger on the pulse of customer perception. One-time/One-off Survey The One-time/One-off Survey is not completed at regularly scheduled intervals but undertaken for specific reasons, such as a change in service provider. This survey is a very valuable tool to use after an outage, implementation, out-sourcing or major rollout. Focus Groups A Focus Group is a select group of customers who meet and discuss predetermined issues. Someone from the service desk leads the questioning of the group, taking minutes and reporting the findings back to the team. Periodic/Annual Survey The Periodic/Annual Survey is planned and scheduled on a periodic basis, normally as part of the annual budget cycle. Sometimes they are undertaken 6 monthly or quarterly. They generally examine customer perception of the IT organization and the service desk during the last year or period of time since the last survey of this type was undertaken. Each of these surveys should measure the same elements and allow an organization to trend service improvements year-on-year. 4

5 Creating the Survey There are 6 key stages to tackle before creating a customer satisfaction survey and assessing its effectiveness. 1. Why do we need a survey? The answer may sound obvious but it s worth seriously considering why you actually need to run a customer satisfaction survey. Is customer satisfaction one of your KPIs? Is it a business requirement to attain certain levels of customer feedback or are you genuinely interested in what your customers think about your service desk and the service that you deliver? 2. Who is the survey for? Who do we want to survey and what areas of the business do we want to question? It might be that you only want to gather the opinions of the customers of the service desk or you might want to see what senior management and other areas of the business that do not necessarily use your service desk think. For example, why don t they use the service desk? Do they consider the service desk a core business component? What do they think of your marketing and promotional efforts? 3. What do we want to find out? This guides the construction of your questions, and you ll need to spend time deciding exactly what you want to learn from the survey. The ideal customer satisfaction survey will indicate what customers think about the service you deliver but will also identify clear areas for improvement. There s no point asking a question just for the sake of it you need each question to be meaningful and to really tell you something that you can utilize to improve your services. 4. How will it be distributed? There are now more ways than ever to send out surveys, especially with the rise of social media. For most service desks, will still be the most practical channel, but it s also the most familiar so there is a danger that your s will be ignored. To combat this, you could attach 5

6 a prize or incentive for completing the survey, or for a no-cost solution try creating an enticing subject line like: How would you like to receive better IT support? On clicking through, you can then explain that every single answer provided in the survey will be used to drive service improvements and why customer feedback is so vital. Ensuring that customers feel involved and integrated will help to improve their buy-in into the feedback process. 5. Variety is important. Try to avoid surveying customers in the same way with the same questions. Although changing the questions does mean that it s more difficult to trend the results, adding variety will help keep your surveys fresh and engaging. It s also worth looking at communicating random surveys through social media channels or by creating a pop-up survey on your website. If electronic channels are not yielding the number of responses that you need, then think about courting feedback face-to-face. Floor walking and spending time physically speaking to different areas of the business will reveal some interesting responses, and people are more likely to provide more detail than they would on a normal survey. 6. Monitor the response rate. The biggest question for customer satisfaction surveys is what is a good response rate? The answer will vary widely by the type of industry that you work in (high-pressure businesses like investment banks or stock traders are less likely to fill in surveys), but a good rule of thumb is that 10 percent or higher response to your survey participation request is an excellent return, with around 5 percent being the average. If it s below 5 percent, then it s worth thinking about whether survey fatigue has set in or if the channels used to promote the survey are simply not working anymore. Historical data on return rates will reveal what are the most effective channels and survey types. 6

7 Designing the Survey A common problem with surveys is that respondents tend to tick the same boxes all the way down the list. This is easy to spot, but very annoying when it happens as it calls into question the credibility of the survey and the answers provided. To combat this, it s important to vary the questions and the way that they are answered. If the answer mechanism follows this familiar format all the way through the survey, then it increases the risk that respondents will keep ticking the same box. Using a variety of questions and answer formats (free text, yes/no, check all that apply, etc.) keeps the questions fresh and forces respondents to read the questions more carefully. You ll also want to pay careful attention to how many questions you are asking. Try to keep annual surveys short and succinct (10-20 questions should suffice), and make sure that event surveys are shorter still (about 3 questions is fine). Make sure that you re asking the questions to which you really want to know the answers. People s time is precious so make sure that every question (and the response) counts. Just because other desks ask a question doesn t mean it has any real purpose or focus. All surveys will focus on such basics as courtesy, professionalism and ownership, but there is also scope to extend the question list to look at specific issues. It is important that certain questions remain the same so that they can be trended. But in addition, if you re having problems in certain areas, then it s worth asking questions that touch on those areas to see if customers also perceive the problems. Bear in mind too that different questions should be asked depending on the type of survey and that the questions in focus groups, for example, should be different than those in annual surveys. 7

8 The Key Questions Some of the most popular topics for questioning are: Professionalism Communication Availability Channels for contacting the service desk Ownership Acceptability of resolution times Business knowledge Technical ability of analysts Initiative Responsiveness of staff These questions consistently prove to be the most popular because they provide an assessment of what the service desk delivers (or at least strives to deliver). Thus it is no surprise that the top questions cover the standard customer service requirements of professional and considered communication and making sure that customers are able to contact the service desk when they need to. Interestingly, technical knowledge is often ranked lower than communication skills and channels, indicative of how far the industry has moved from its techie image toward a customer service hub. 8

9 Top Tips for Surveys Avoid Survey Fatigue When thinking about event-based surveys especially if these surveys are triggered each time an incident is closed remember that not all customers will appreciate a satisfaction form every time (especially if they regularly raise incidents with the service desk). It can be useful, therefore, to only surveys to every fourth customer (for example) or for every incident that ends in a certain log number. This way you avoid over surveying your customers, and it s more likely that they will complete the survey accurately. Customers who receive surveys too often are less likely to reply and become frustrated at yet another clogging up their inbox. If the event surveys are rationed, they will receive a more appreciative response. Promotion For a customer satisfaction survey to be successful it needs to reach the widest possible audience, or for focus groups, the right people need to be identified and incentivized to attend. Incentives can take the form of prizes, but they may also take the form of simple actions, such as effectively communicating the value to customers and the business of completing the survey. If they understand the reasoning behind it, then they will be more motivated to complete it. Promotion doesn t stop at motivating people to complete surveys; it must continue after the results of the surveys have been analyzed. It is vital that the results of the survey are disseminated to all interested parties so they can see how well you re performing. Ideally, you would also include historical data so that recipients can see how customer service has changed over time. You ll also want to include action points about how any issues raised in the surveys will be addressed. Trending Collecting customer satisfaction is important, but trending it is vital. Trending data allows you to see any changes over time (both positive and negative) and can feed into a Service Improvement Plan (SIP). Understanding why customer satisfaction levels have changed enables you to see where improvements have been beneficial or whether things were better before or that the changes should be done differently. Data should also always be trended towards a goal. Having goals for customer satisfaction is an important motivational tool to constantly push and strive for better satisfaction levels. If goals are being regularly achieved, then it might be worth extending them if they are not, then it might be worth re-evaluating them and setting them slightly lower. You can also incentivize goals if they are met, then reward the team to keep motivation levels high. 9

10 Service Improvement Customer satisfaction and feedback is a key driver for service improvement. This is why any complaints or feedback should be respected and managed in the right way. For example, a complaint is not necessarily negative as it demonstrates that customers care enough to raise the issue with the service desk. Indeed, if you can engage them in conversation, a complaint provides an ideal opportunity to understand the customer s issue and discuss ways in which the situation can be improved. Any kind of feedback, positive or negative, is vital to elevating service. It helps ensure that the service delivered matches customer expectations. Taking feedback and turning it into improvements is how a good service desk becomes a great service desk. Service desks that respond to customer feedback are proactive and earn the trust of their customers by sharing with them the improvements that they have made. It s a really powerful message to say that X percent told us that we took too long to answer the phone. We ve taken this on board and made changes x, y and z, and now we have slashed call answering times by w. This demonstrates that you are not only being proactive but that you care about what your customers have to say. In turn, this helps build a strong relationship with your customers and will also make them more likely to respond to future surveys as nobody likes filling in a survey only to see no changes or actions. Customer Led and Business Led There is no reason why service desks cannot fulfil their customers expectations and deliver what the business wants and expects from their service desk. The two are not mutually exclusive. Indeed, what the business really wants is for the service desk to deliver exceptional service to its employees or customers. Great service suggests that any customer problems will be dealt with efficiently, which will increase productivity and reduce downtime. Businesses will also want their service desks to provide value for money and customer satisfaction is a great way to demonstrate this. Showing that you re making improvements based on customer feedback highlights how you re receptive to the needs of customers and that you re striving to make improvements that will ultimately benefit the business as a whole. Reducing costs can also be achieved through making such improvements to service as creating self-help portals or using tools like asset management. Again, ideally these initiatives will be driven by customer feedback, demonstrating how customer led and business led are intrinsically connected. 10

11 Conclusion Customers should drive everything we do as service desks, from the range of services and support mechanisms that we offer to the way we answer the phone and respond to s. This has always been true, but perhaps it is more true now than ever. Every day, millions of people make purchases and transactions with shops, supermarkets, and online retailers. There are so many places to buy what we want that competition is fierce, not only on price but on keeping customers happy and satisfied. Treat a customer well and they re much more likely to return and remain loyal. The higher the bar is raised in the retail sector, the higher become customers expectations for the service desk too. How we meet these expectations is a constant challenge we must constantly strive to improve and meet and exceed the demands of our increasingly savvy customers. Good service is no longer adequate; what we are looking for now is exceptional service with the customer at the heart of everything we do. A great way to test the experience you offer to customers is to ask Would you recommend this service desk to a friend or colleague? If your service desk was on situated on the high street and customers were able to choose whichever desk they wanted, what would make yours stand out? What would keep customers coming back and remaining loyal to you? What would make them recommend you and sing your praises? Understanding what makes your service desk great and how it can be improved will continue to increase customer satisfaction levels, a great asset to have in these difficult financial times. 11

12 About The Service Desk Institute (SDI) Founded in 1988 by Howard Kendall, the Service Desk Institute (SDI) is the leading authority on service desk and IT support related issues, providing specialist information and research about the technologies, tools and trends of the industry. SDI is Europe s only support network for IT service desk professionals, and its 800 organization members span numerous industries. Acting as an independent adviser, SDI captures and disseminates creative and innovative ideas for tomorrow's service desk and support operation. SDI sets the best practice standards for the IT support industry and is the conduit for delivering knowledge and career enhancing skills to the professional community, through membership, training, conferences, events and its publication SupportWorld magazine. It also offers the opportunity for international recognition of the support center operation through its globally recognized Service Desk Cert if ication audit program. About Citrix Remote Support Made Easy GoToAssist Corporate is the easy-to-use remote support tool that enables businesses of all sizes to connect with customers online. With GoToAssist Corporate the market leader in remote support solutions you can improve customer service, reduce session times, decrease overall support costs and eliminate time-consuming, expensive travel. IT Management Made Easy GoToAssist is the complete web-based, end-to-end platform for IT managers and consultants. Amaze your clients with fast, secure remote support, and keep critical servers and systems up and running with proactive monitoring and management. Manage everything IT with GoToAssist. To learn more about GoToAssist or GoToAssist Corporate, please visit or call toll-free

Next Level Service Desk Strategies

Next Level Service Desk Strategies Next Level Service Desk Strategies Prepared by Daniel Wood Head of Research Service Desk Institute Sponsored by Introduction Service Desks today are facing unprecedented challenges in the way that they

More information

Humanizing the Service Desk

Humanizing the Service Desk Humanizing the Service Desk Prepared by Daniel Wood Head of Research Service Desk Institute Sponsored by Introduction The Service Desk industry is moving at an ever-faster rate. Tasked with supporting

More information

How to benchmark your service desk

How to benchmark your service desk How to benchmark your service desk Internal benchmarking is an incredibly powerful tool and combined with elements of selective quantitative external benchmarking and qualitative work - can provide a true

More information

Industry. Head of Research Service Desk Institute

Industry. Head of Research Service Desk Institute Asset Management in the ITSM Industry Prepared by Daniel Wood Head of Research Service Desk Institute Sponsored by Declaration We believe the information in this document to be accurate, relevant and truthful

More information

Performance Management Is performance management really necessary? What techniques are best to use?

Performance Management Is performance management really necessary? What techniques are best to use? Performance Management Is performance management really necessary? What techniques are best to use? This e-book is a guide for employers to help them discover tips and methods of performance management,

More information

06. Create a feedback loop. 01. Create a plan. 02. Improve People skills. 07. Get a tool that supports the workflow. 03. Keep your promises

06. Create a feedback loop. 01. Create a plan. 02. Improve People skills. 07. Get a tool that supports the workflow. 03. Keep your promises 01. Create a plan 06. Create a feedback loop Plan how you are going to provide better customer service and take help from both staff and customers. 02. Improve People skills Service is a skill and people

More information

LOTUS NOTES USER PROTOCOLS

LOTUS NOTES USER PROTOCOLS LOTUS NOTES USER PROTOCOLS Introduction From monitoring how South Yorkshire Police staff make use of the software, it became apparent that there was a need for a set of regulatory instructions to supplement

More information

Successful Steps and Simple Ideas to Maximise your Direct Marketing Return On Investment

Successful Steps and Simple Ideas to Maximise your Direct Marketing Return On Investment Successful Steps and Simple Ideas to Maximise your Direct Marketing Return On Investment By German Sacristan, X1 Head of Marketing and Customer Experience, UK and author of The Digital & Direct Marketing

More information

Reducing Customer Churn

Reducing Customer Churn Reducing Customer Churn A Love Story smarter customer contact Breaking up is hard to do The old adage that it s cheaper (and better) to hold onto an existing customer than to acquire a new one isn t just

More information

Keeping up with the KPIs 10 steps to help identify and monitor key performance indicators for your business

Keeping up with the KPIs 10 steps to help identify and monitor key performance indicators for your business Keeping up with the KPIs 10 steps to help identify and monitor key performance indicators for your business KNOW YOUR KPI A key performance indicator (KPI) is a performance measure (metric) designed to

More information

Perform-Tools. Powering your performance

Perform-Tools. Powering your performance Perform-Tools Powering your performance Perform-Tools With Perform-Tools, optimizing Microsoft Dynamics products on a SQL Server platform never was this easy. They are a fully tested and supported set

More information

Problem 1: Costs of the Campaign Aren t Justified by the Results

Problem 1: Costs of the Campaign Aren t Justified by the Results Table of Contents Introduction... 3 Problem 1: Costs of the Campaign Aren t Justified by the Results... 4 Problem 2: Lack of Permission... 5 Problem 3: Unresponsive Recipients... 5 Problem 4: Blending

More information

For More Free Marketing Information, Tips & Advice, visit www.lgx.im

For More Free Marketing Information, Tips & Advice, visit www.lgx.im For More Free Marketing Information, Tips & Advice, visit www.lgx.im DISCLAIMER AND/OR LEGAL NOTICES The information presented in this E Book represents the views of the publisher as of the date of publication.

More information

Email Marketing Success

Email Marketing Success Email Marketing Success Please Consider the following related offers. Thank you. Boost You Email List Sign-Up by 1000% FOR FREE!!! Watch this free video and find out how you can EASILY boost your email

More information

STEPS TO COLLECTING AMAZING CUSTOMER FEEDBACK. a publication of

STEPS TO COLLECTING AMAZING CUSTOMER FEEDBACK. a publication of 5 STEPS TO COLLECTING AMAZING CUSTOMER FEEDBACK a publication of Contents INTRODUCTION....1 STEP 1: SET GOALS...2 STEP 2: CHOOSE A SOLUTION...3 STEP 3: PUT IT EVERYWHERE...5 STEP 4: RESPOND IN A TIMELY

More information

28 INCREDIBLY ENTICING OFFERS TO BUILD YOUR EMAIL LIST

28 INCREDIBLY ENTICING OFFERS TO BUILD YOUR EMAIL LIST 28 INCREDIBLY ENTICING OFFERS TO BUILD YOUR EMAIL LIST THE ULTIMATE LIST! www.shinealightmedia.com Introduction Email Marketing is one of THE most effective ways to quickly, directly and personally reach

More information

Measuring and Evaluating Results

Measuring and Evaluating Results Introduction Measuring and evaluating results will provide you and your associates with the vital information you need for making key strategic and tactical decisions prior to, at and after the trade shows,

More information

Email Deliverability:

Email Deliverability: Email Deliverability: A guide to reaching your audience Email deliverability is a key factor in email campaign performance. Understanding how email deliverability is calculated and how it affects your

More information

The Power of Relationships

The Power of Relationships The Power of Relationships How to build long-lasting customer relationships to help you do more business 2014 Copyright Constant Contact, Inc. 14-3931 v1.0 Helping Small Business Do More Business When

More information

ISO 9001 It s in the detail Your implementation guide

ISO 9001 It s in the detail Your implementation guide ISO 9001 It s in the detail Your implementation guide ISO 9001 - Quality Management Background ISO 9001 is the world s most popular quality management system standard and is all about keeping customers

More information

Download: Best Practices for Successful Partnerships

Download: Best Practices for Successful Partnerships Download: Best Practices for Successful Partnerships Introduction You finally have the product or solution that you have been pouring your heart and soul into finished and market ready. You now need to

More information

6 A/B Tests You Should Be Running In Your App

6 A/B Tests You Should Be Running In Your App 6 A/B Tests You Should Be Running In Your App Introduction Everyone in mobile believes in A/B testing. But if you re wasting your days testing nothing more than various colors or screen layouts: you re

More information

AnswerNow Guides Why Live Service Matters!

AnswerNow Guides Why Live Service Matters! Consider this: a 2% increase in customer retention has the same effect as cutting costs by 10%. That means that simply by keeping a small number of your customers from jumping ship, you can save money

More information

Syndication Onboarding Strategies Motivating Partners, Surpassing Goals Case Study

Syndication Onboarding Strategies Motivating Partners, Surpassing Goals Case Study Syndication Onboarding Strategies Motivating Partners, Surpassing Goals Case Study When the channel marketing team at Citrix Systems hit a lull in their partner enablement program activity, they turned

More information

Coaching: bringing out the best. Opinion piece Philip Brew

Coaching: bringing out the best. Opinion piece Philip Brew Coaching: bringing out the best Opinion piece Philip Brew Coaching: bringing out the best Philip Brew 1/6 Organisations need fully functioning human beings In today s demanding and complex environments,

More information

The customer experience: have customers been forgotten?

The customer experience: have customers been forgotten? The customer experience: have customers been forgotten? In the current economic climate, keeping customers happy ought to be at the top of every company s agenda. But many managers are simply too bogged

More information

The complete guide. to email marketing automation

The complete guide. to email marketing automation The complete guide to email marketing automation The rise of email marketing automation Before social media, before PPC, before content marketing there was email. Email isn t just any, old marketing tool,

More information

Creating a Great Customer Experience. In Ten Easy Steps. 800.819.0325 WineDirect.com

Creating a Great Customer Experience. In Ten Easy Steps. 800.819.0325 WineDirect.com Creating a Great Customer Experience In Ten Easy Steps 800.819.0325 WineDirect.com Improving the Customer Experience in Ten Easy Steps With the huge rebirth of Word of Mouth marketing that has resulted

More information

Terms and Conditions

Terms and Conditions - 1 - Terms and Conditions LEGAL NOTICE The Publisher has strived to be as accurate and complete as possible in the creation of this report, notwithstanding the fact that he does not warrant or represent

More information

Turn Your Social Buzz into a Loud Roar

Turn Your Social Buzz into a Loud Roar Turn Your Social Buzz into a Loud Roar 10 Strategies for Social Media Marketing Success 2011 Constant Contact, Inc. 11-2318 BEST PRACTICES Guide Social Media MARKETING In the evolving world of social media

More information

Nurturing your ecommerce customers with Marketing Automation

Nurturing your ecommerce customers with Marketing Automation Nurturing your ecommerce customers with Marketing Automation WRITTEN BY STEVEN SHAW, DIGITAL DIRECTOR 02 STEVE SHAW, DIGITAL DIRECTOR AT BRANDED3 WITH MARKETING AUTOMATION NURTURING YOUR ECOMMERCE CUSTOMERS

More information

Dealing with problems and complaints

Dealing with problems and complaints 47 6 Dealing with problems and complaints STARTER Look at this list of things that customers complain about. Which three things annoy you the most as a customer? Compare your answers with a partner. a

More information

Guide to B2B Email Marketing Strategy

Guide to B2B Email Marketing Strategy Guide to B2B Email 1 Welcome to our latest guide this one focuses on email marketing strategies and advice for B2B Marketers. In this guide email marketing expert and trainer Maria Khoury will take you

More information

INTRODUCTION 3 TYPES OF QUESTIONS 3 OVERALL RATINGS 4 SPECIFIC RATINGS 6 COMPETITIVE RATINGS 6 BRANCHING 7 EMAIL TRIGGERS 7

INTRODUCTION 3 TYPES OF QUESTIONS 3 OVERALL RATINGS 4 SPECIFIC RATINGS 6 COMPETITIVE RATINGS 6 BRANCHING 7 EMAIL TRIGGERS 7 2 Table of contents INTRODUCTION 3 TYPES OF QUESTIONS 3 PART ONE: OVERALL RATINGS 4 PART TWO: SPECIFIC RATINGS 6 COMPETITIVE RATINGS 6 BRANCHING 7 EMAIL TRIGGERS 7 PART THREE: DEMOGRAPHICS 8 SURVEY LENGTH

More information

Driving greater loyalty in Europe. What consumers want and where brands are failing to deliver

Driving greater loyalty in Europe. What consumers want and where brands are failing to deliver Driving greater loyalty in Europe What consumers want and where brands are failing to deliver Research commissioned with consumers in France, Germany and Switzerland Executive summary Fast-changing technology,

More information

6 TOP TIPS FOR IMPROVING YOUR DELIVERABILITY BROUGHT TO YOU BY

6 TOP TIPS FOR IMPROVING YOUR DELIVERABILITY BROUGHT TO YOU BY 6 TOP TIPS FOR IMPROVING YOUR DELIVERABILITY BROUGHT TO YOU BY INTRODUCTION What s the point in sending awesome email campaigns if they don t reach your recipients? Answer? None whatsoever! That s why

More information

YOUR REPUTATION IS AT RISK! REPUTATION MANAGEMENT BECAUSE YOUR REPUTATION IS AT RISK! 727 479-2991. 0 P a g e

YOUR REPUTATION IS AT RISK! REPUTATION MANAGEMENT BECAUSE YOUR REPUTATION IS AT RISK! 727 479-2991. 0 P a g e 0 P a g e BECAUSE YOUR REPUTATION IS AT RISK! YOUR REPUTATION IS AT RISK! REPUTATION MANAGEMENT 727 479-2991 1 P a g e Table of Contents Online Reputation Management... 2 What is online reputation management?...

More information

CASE STUDY: Leicestershire County Council SECTOR: Local Government

CASE STUDY: Leicestershire County Council SECTOR: Local Government CASE STUDY: Leicestershire County Council SECTOR: Local Government Successful SDI Accreditation for Leicestershire County Council helped by Marval and MSM MSM integrated IT Service Management software

More information

Once you have clearly defined your ideal client, use these practical applications for your business web presence:

Once you have clearly defined your ideal client, use these practical applications for your business web presence: Step #1 Define Your Ideal Client Step #1 Define Your Ideal Client In today s online environment, having just a web site doesn t usually cut it. As a business owner, your ultimate goal should be to build

More information

WHAT A MARKETING MANAGER NEEDS TO KNOW. WHEN PLANNING FOR AN EXHIBITION

WHAT A MARKETING MANAGER NEEDS TO KNOW. WHEN PLANNING FOR AN EXHIBITION WHAT A MARKETING MANAGER NEEDS TO KNOW. WHEN PLANNING FOR AN EXHIBITION Welcome I knew that, but I didn t know this. This document is designed for marketing managers who are familiar with the strategies

More information

Small Business Guide to Monitoring your Online Reputation

Small Business Guide to Monitoring your Online Reputation Small Business Guide to Monitoring your Online Reputation Small Business Guide to Monitoring your Online Reputation Your customers are talking to each other, and to you. They are doing it in person, on

More information

Do slow applications affect call centre performance?

Do slow applications affect call centre performance? Do slow applications affect call centre performance? A white paper examining the impact of slow applications on call centre quality and productivity Summary To be successful in today s competitive markets

More information

Applies from 1 April 2007 Revised April 2008. Core Competence Framework Guidance booklet

Applies from 1 April 2007 Revised April 2008. Core Competence Framework Guidance booklet Applies from 1 April 2007 Revised April 2008 Core Competence Framework Guidance booklet - Core Competence Framework - Core Competence Framework Core Competence Framework Foreword Introduction to competences

More information

Email Marketing For Small Business. How Email Marketing Can Bring In More Customers And Boost Your Profits

Email Marketing For Small Business. How Email Marketing Can Bring In More Customers And Boost Your Profits Email Marketing For Small Business How Email Marketing Can Bring In More Customers And Boost Your Profits Introduction If you are a small business owner then you will already know that competition for

More information

A/B SPLIT TESTING GUIDE How to Best Test for Conversion Success

A/B SPLIT TESTING GUIDE How to Best Test for Conversion Success A/B SPLIT TESTING GUIDE How to Best Test for Conversion Success CONVERSION OPTIMIZATION WHITE PAPER BY STEELHOUSE Q2 2012 TABLE OF CONTENTS Executive Summary...3 Importance of Conversion...4 What is A/B

More information

Exploding Online Sales Using an Effective Order Management System

Exploding Online Sales Using an Effective Order Management System Exploding Online Sales Using an Effective Order Management System The customer is always right. This is an old maxim, and maybe even a little cliché, but there s still some truth to it. While it may not

More information

Best Practices for Monitoring: Reduce Outages and Downtime. Develop an effective monitoring strategy with the right metrics, processes and alerts.

Best Practices for Monitoring: Reduce Outages and Downtime. Develop an effective monitoring strategy with the right metrics, processes and alerts. Best Practices for Monitoring: Reduce Outages and Downtime. Develop an effective monitoring strategy with the right metrics, processes and alerts. 1 TABLE OF CONTENTS INTRODUCTION WHAT TO MONITOR ENSURING

More information

Best Practices. for Social Media Marketing Success

Best Practices. for Social Media Marketing Success 10 Best Practices for Social Media Marketing Success In the evolving world of social media marketing, it can be hard for a time-starved small business or organization to keep pace and know what to do when

More information

Best in Class Referral Programs

Best in Class Referral Programs Take your business to the next level Best in Class Referral Programs Lower cost per sale, Higher Retention, Increased Profits Free Sales and Marketing Audit Call 410-977-7355 Best in Class Customer Referral

More information

Hospitality Cloud+Plus. How Technology Can Benefit Your Hotel LIMOTTA IT. LIMOTTAIT.com/hospitality 888 884 6278

Hospitality Cloud+Plus. How Technology Can Benefit Your Hotel LIMOTTA IT. LIMOTTAIT.com/hospitality 888 884 6278 Hospitality Cloud+Plus How Technology Can Benefit Your Hotel LIMOTTA IT LIMOTTAIT.com/hospitality 888 884 6278 Content + + About Us PCI Compliance + Virtualization + + + Unified Technology Single Sign

More information

County of Yuba Customer Service Examination Study Guide

County of Yuba Customer Service Examination Study Guide County of Yuba Customer Service Examination Study Guide The following study guide will familiarize and assist you with preparing for a written examination containing multiple-choice customer service items.

More information

uniting brand & personality, by design. email campaigns made easy...

uniting brand & personality, by design. email campaigns made easy... uniting brand & personality, by design. email campaigns made easy... why? It delivers results - Email marketing returns more than double the average return for other forms of online marketing and more

More information

Financial Advisors Social Media ISSUE 3. Getting Started: Creating Your Social Media Strategy

Financial Advisors Social Media ISSUE 3. Getting Started: Creating Your Social Media Strategy & Financial Advisors Social Media ISSUE 3 Getting Started: Creating Your Social Media Strategy Prepared by Dan Martin, Director of Marketing, National Planning Corporation. You need usable guidelines,

More information

True Stories of Customer Service ROI: The real-world benefits of Zendesk

True Stories of Customer Service ROI: The real-world benefits of Zendesk True Stories of Customer Service ROI: The real-world benefits of Zendesk Introduction Any manager whose business thrives when customers are happy immediately understands the value of excellent customer

More information

55 Success Strategies to Help You Improve Your Profits and Enjoy Your Business

55 Success Strategies to Help You Improve Your Profits and Enjoy Your Business 55 Success Strategies to Help You Improve Your Profits and Enjoy Your Business These strategies are a recipe for success. They have been compiled from workshops with thousands of franchisees. We simply

More information

Having Fun at Work. By: Sarah Jean Kelly Georgetown Law CLE. Presented at: ACLEA 49 th Mid Year Meeting February 2 5, 2013 Clearwater, FL

Having Fun at Work. By: Sarah Jean Kelly Georgetown Law CLE. Presented at: ACLEA 49 th Mid Year Meeting February 2 5, 2013 Clearwater, FL Having Fun at Work By: Sarah Jean Kelly Georgetown Law CLE Presented at: ACLEA 49 th Mid Year Meeting February 2 5, 2013 Clearwater, FL Sarah Jean Kelly Georgetown Law CLE Washington, DC Sarah Jean Kelly

More information

Survey Says: Consumers Want Live Help

Survey Says: Consumers Want Live Help Session Abstracts Optimization Services Track Survey Says: Consumers Want Live Help October 22 nd, 11:00 am Eastern ATG recently surveyed more than 1,000 Internet users who research, apply for, and buy

More information

Reputation Marketing

Reputation Marketing Trend Marketing Specialists Reputation Marketing Make your Reputation an Asset not an Anchor Roger Chapman BSc (Hons) Business & Marketing 2013 Contents Welcome to the reputation economy, where your online

More information

HOW TO WIN FRIENDS AND INFLUENCE ADVERTISING AGENCIES

HOW TO WIN FRIENDS AND INFLUENCE ADVERTISING AGENCIES HOW TO WIN FRIENDS AND INFLUENCE ADVERTISING AGENCIES 2 HOW TO WIN FRIENDS AND INFLUENCE ADVERTISING AGENCIES Change is the driver of opportunity. While some people may see change as a negative, here at

More information

Spa Success Tips to Enhance Every Aspect of Your Customer Experience

Spa Success Tips to Enhance Every Aspect of Your Customer Experience 50 Spa Success Tips to Enhance Every Aspect of Your Customer Experience Reward your customers with loyalty points based on actions like purchases of products or services. Track customers activities and

More information

5 costly mistakes you should avoid when developing new products

5 costly mistakes you should avoid when developing new products 5 costly mistakes you should avoid when developing new products By Paul Forsythe Managing Director at Alemare Solutions And Product Development expert with 25 years experience Hello, As you will know,

More information

Definitive Guide to Telemarketing helping you get maximum value from this business development resource

Definitive Guide to Telemarketing helping you get maximum value from this business development resource Definitive Guide to Telemarketing helping you get maximum value from this business development resource Introduction: Telemarketing/telesales (noun); the practice of marketing products and services by

More information

Improving Employee Satisfaction in Healthcare through Effective Employee Performance Management

Improving Employee Satisfaction in Healthcare through Effective Employee Performance Management Improving Employee Satisfaction in Healthcare through Effective Employee Performance Management Introduction The following quotes are comments made by HR professionals from U.S. healthcare providers who

More information

Looking back on how desktop support has evolved, it s interesting to see how tools

Looking back on how desktop support has evolved, it s interesting to see how tools DECEMBER 2013 Desktop Support Technology Written by Michael Hanson Data analysis by Jenny Rains Looking back on how desktop support has evolved, it s interesting to see how tools have changed. Many years

More information

The 9 Ugliest Mistakes Made with Data Backup and How to Avoid Them

The 9 Ugliest Mistakes Made with Data Backup and How to Avoid Them The 9 Ugliest Mistakes Made with Data Backup and How to Avoid Them If your data is important to your business and you cannot afford to have your operations halted for days even weeks due to data loss or

More information

Overview of Performance Management. Taking Steps to Enhance Individual & Organizational Effectiveness

Overview of Performance Management. Taking Steps to Enhance Individual & Organizational Effectiveness Overview of Performance Management Taking Steps to Enhance Individual & Organizational Effectiveness Performance Management Performance management is the process through which supervisors and those they

More information

RingCentral Office@Hand from AT&T Desktop App for Windows & Mac. User Guide

RingCentral Office@Hand from AT&T Desktop App for Windows & Mac. User Guide RingCentral Office@Hand from AT&T Desktop App for Windows & Mac User Guide RingCentral Office@Hand from AT&T User Guide Table of Contents 2 Table of Contents 3 Welcome 4 Download and install the app 5

More information

Frequency Matters. The keys to optimizing email send frequency

Frequency Matters. The keys to optimizing email send frequency The keys to optimizing email send frequency Email send frequency requires a delicate balance. Send too little and you miss out on sales opportunities and end up leaving money on the table. Send too much

More information

Six Steps to Improved SharePoint Performance & Operations

Six Steps to Improved SharePoint Performance & Operations Accelerating SharePoint Performance The guys at Application Performance quickly understood our SharePoint problem. They demonstrated that the combination of WebTuna and Riverbed SteelApp Web Accelerator

More information

15 Principles of Project Management Success

15 Principles of Project Management Success 15 Principles of Project Management Success Project management knowledge, tools and processes are not enough to make your project succeed. You need to get away from your desk and get your hands dirty.

More information

Why Automation Should Drive Your Marketing Engagement, Starting Now

Why Automation Should Drive Your Marketing Engagement, Starting Now Why Automation Should Drive Your Marketing Engagement, Starting Now Do we need a marketing automation system? If you re planning on marketing in 2016 and beyond, the answer is Yes. The truth of the matter

More information

YouTube Channel Authority - The Definitive Guide

YouTube Channel Authority - The Definitive Guide YouTube Channel Authority - The Definitive Guide So what exactly is YouTube channel authority and how does it affect you? To understand how channel authority works, you first need a basic understand of

More information

The Role of Mobile in Retail Commerce. June 2013

The Role of Mobile in Retail Commerce. June 2013 The Role of Mobile in Retail Commerce June 2013 Page 1 Overview Since June 2010, edigitalresearch and Portaltech Reply have been tracking the growth and development of smartphone devices in mobile and

More information

Location marketing made easy

Location marketing made easy Location marketing made easy Learn how to get your products, services and location seen by people shopping locally. 75% of consumers look for local information Local marketing made easy Why is location

More information

The Consequences of Ignoring Your Customers

The Consequences of Ignoring Your Customers The Consequences of Ignoring Your Customers A Survey of Consumer Expectations for Customer Service on Social Media Platforms 1. Introduction 2 2. Study 3 3. Findings 4 4. Conclusion 6 5. Appendix: Questionnaire

More information

HOW TO CONDUCT A JOB SEARCH Written by Tony Leng CIO/Technology Practice Leader, Diversified Search

HOW TO CONDUCT A JOB SEARCH Written by Tony Leng CIO/Technology Practice Leader, Diversified Search HOW TO CONDUCT A JOB SEARCH Written by Tony Leng CIO/Technology Practice Leader, Diversified Search This article serves as a job search primer from the perspective of a retained search executive. It is

More information

VIRTUAL MOBILE NUMBERS

VIRTUAL MOBILE NUMBERS VIRTUAL MOBILE NUMBERS Imagine receiving an email you couldn t reply to, or only being able to listen in a phone call, not respond now apply that same logic to a text message Two-way functionality has

More information

DESCRIBING OUR COMPETENCIES. new thinking at work

DESCRIBING OUR COMPETENCIES. new thinking at work DESCRIBING OUR COMPETENCIES new thinking at work OUR COMPETENCIES - AT A GLANCE 2 PERSONAL EFFECTIVENESS Influencing Communicating Self-development Decision-making PROVIDING EXCELLENT CUSTOMER SERVICE

More information

Understand how PPC can help you achieve your marketing objectives at every stage of the sales funnel.

Understand how PPC can help you achieve your marketing objectives at every stage of the sales funnel. 1 Understand how PPC can help you achieve your marketing objectives at every stage of the sales funnel. 2 WHO IS THIS GUIDE FOR? This guide is written for marketers who want to get more from their digital

More information

Your Complete Guide to Building vs Outsourcing Your Company s Service Desk

Your Complete Guide to Building vs Outsourcing Your Company s Service Desk Your Complete Guide to Building vs Outsourcing Your Company s Service Desk Over the past few decades, organizations have made unparalleled strides toward improving customer experiences through a combination

More information

Social Engagement Best Practices. An ebook for Customer Experience Professionals Brought to you by NewBrand

Social Engagement Best Practices. An ebook for Customer Experience Professionals Brought to you by NewBrand Social Engagement Best Practices An ebook for Customer Experience Professionals Brought to you by NewBrand Executive Overview Your online reputation matters, now more than ever. But you can impact that

More information

Quality Assurance Program

Quality Assurance Program Encourage Continuous Improvement with a Quality Assurance Program Would it surprise you to learn that most employees view Quality Assurance programs as a negative process that only looks for problems and

More information

Profitable vs. Profit-Draining Local Business Websites

Profitable vs. Profit-Draining Local Business Websites By: Peter Slegg (01206) 433886 07919 921263 www.besmartmedia.com peter@besmartmedia.com Phone: 01206 433886 www.besmartmedia.com Page 1 What is the Difference Between a Profitable and a Profit-Draining

More information

6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE

6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE 6 SECRETS TO OFFERING EXCEPTIONAL CUSTOMER SERVICE Introduction THE SERVICE GAP The vast majority of people are not experiencing great service. Nearly a third of consumers believe that businesses are now

More information

The complete guide to becoming a mortgage advisor

The complete guide to becoming a mortgage advisor The complete guide to becoming a mortgage advisor Mortgage advisors help people with one of the biggest purchases of their lives, helping them to secure a mortage to buy or re-mortgage property. If you

More information

Show your value, grow your business:

Show your value, grow your business: Show your value, grow your business: A SUPPLIER GUIDE TO MOVE FROM A TRANSACTIONAL PROVIDER TO A STRATEGIC PARTNER KAREN A. CALINSKI INTRODUCTION /02 At KellyOCG we take a holistic approach to talent sourcing

More information

THE HR GUIDE TO IDENTIFYING HIGH-POTENTIALS

THE HR GUIDE TO IDENTIFYING HIGH-POTENTIALS THE HR GUIDE TO IDENTIFYING HIGH-POTENTIALS What makes a high-potential? Quite possibly not what you think. The HR Guide to Identifying High-Potentials 1 Chapter 1 - Introduction If you agree people are

More information

The Google Guide to Search Advertising. How to make search advertising work for your business

The Google Guide to Search Advertising. How to make search advertising work for your business The Google Guide to Search Advertising How to make search advertising work for your business Contents Introduction... 2 Google AdWords: What s In It For You?... 2 5 Steps to Success: Setting Up & Maintaining

More information

Email #1 Subject: The Most Effective Online Marketing Tool in the World. It s not Facebook, Twitter, Pinterest, or face- to- face networking.

Email #1 Subject: The Most Effective Online Marketing Tool in the World. It s not Facebook, Twitter, Pinterest, or face- to- face networking. Email #1 Subject: The Most Effective Online Marketing Tool in the World Want to know the marketing technique that has made the biggest difference in my business over the last five years? It s not Facebook,

More information

Owning the Google Results Page...

Owning the Google Results Page... Owning the Google Results Page............................................................................................. 1 Owning the Google Results Page.............................................................................................

More information

The Rules: Recruiters Reveal How to Play & Win the Medical Sales Job Search Game

The Rules: Recruiters Reveal How to Play & Win the Medical Sales Job Search Game Recruiters Reveal How to Play & Win the 2011 by MedReps.com Copyright holder is licensing this under the Creative Commons License, Attribution 3.0. http://creativecommons.org/licenses/by/3.0/us The Truth

More information

White Paper Service Excellence: Transforming the Customer Experience

White Paper Service Excellence: Transforming the Customer Experience White Paper Service Excellence: Transforming the Customer Experience Telephone: +44 (0)20 7960 4197 Email: info@makepositive.com makepositive.com Are we really getting the most from technology? Hello from

More information

Live Chat Customer Happiness ReporT

Live Chat Customer Happiness ReporT AUGUST 2012 Live Chat Customer Happiness ReporT How to make customers happy through online chat. Brought to you by TABLE OF CONTENTS 01. INTRODUCTION 02. DATA 03. KEY RESULTS 04. MAIN METRICS 3 4 5 6 a.

More information

introduction to customer retention

introduction to customer retention introduction to customer retention Increasing Customer Retention Reduce Attrition Ask if anything is wrong Sell and sell again Frequent communication Deliver extraordinary service A complaint is a gift

More information

Roadmap for Selecting a Help Desk Outsourcing Partner

Roadmap for Selecting a Help Desk Outsourcing Partner Roadmap for Selecting a Help Desk Outsourcing Partner Making Technology Work for You Roadmap for Selecting a Help Desk Outsourcing Partner You ve likely chosen vendors before. But like most things, selecting

More information

Better connections: What makes Australians stay with or switch providers? March 2015

Better connections: What makes Australians stay with or switch providers? March 2015 Better connections: What makes Australians stay with or switch providers? March 2015 Contents p2 Methodology p3 Audience segments p4 Executive summary p6 Which companies do Australians commonly interact

More information

Guide to B2B Email Marketing Strategy

Guide to B2B Email Marketing Strategy Welcome to our latest guide this one focuses on email marketing strategies and advice for B2B Marketers. In this guide email marketing expert and trainer Maria Khoury will take you through three of the

More information

Six steps to email marketing success

Six steps to email marketing success Six steps to email marketing success 01 Executive Summary Email is proven to be one of the most cost effective ways to reach out to customers and prospects. A well thought out and executed email campaign

More information

Security Tools and Their Unexpected Uses

Security Tools and Their Unexpected Uses Security Tools and Their Unexpected Uses Maximizing your security resources can be one rewarding way to extend your resources and visibility into your business. Video surveillance isn t new. Neither is

More information

Club Accounts. 2011 Question 6.

Club Accounts. 2011 Question 6. Club Accounts. 2011 Question 6. Anyone familiar with Farm Accounts or Service Firms (notes for both topics are back on the webpage you found this on), will have no trouble with Club Accounts. Essentially

More information