Entries Tagged as 'Customer Service'
by Rob Addy | June 24, 2012 | Submit a Comment
It can be said that user expectation is a primary measure against which support service quality can be determined. The following equation shows the relationship between user satisfaction, service delivery and user expectation: User satisfaction = Service delivery / User expectation As you can see, the higher the user expectation, the better the service provider [...]
Category: Customer Experience Tags: Customer Experience, Customer Perceptions, Customer Service, Processes and Methodologies, Support Consumers, Support Quality
by Rob Addy | June 19, 2012 | Submit a Comment
Seemingly random activity looks desperate and erodes customer trust and faith. The importance of faith should not be underestimated. George Michael sang that he gotta have it. He was right. Faith in the capabilities of ones provider is an essential part of the support value proposition. Customers must believe that their support provider is competent [...]
Category: Customer Experience Support Operations Support Processes Tags: Customer Experience, Customer Perceptions, Customer Service, Processes and Methodologies, Response Plans
by Rob Addy | April 18, 2012 | Submit a Comment
Products are lifeless inanimate things. How they are used determines the amount of business value that they deliver. Helping customers to use their products better is essential if they are to appreciate them and the organizations that manufacture and/or support them fully. Support providers have historically shied away from product usage related guidance and focused [...]
Category: Support Processes Support Value Tags: Customer Perceptions, Customer Service, Gartner Product Support Maturity Scale, Processes and Methodologies, Support Quality, Support Value Chain, TRKFAM, Value Proposition
by Rob Addy | February 1, 2012 | 1 Comment
In the past couple of postings we have looked at the half empty glass of support. Now let’s look at the half full version. Support has many things to be duly proud of. It delivers real value. Admittedly, some providers deliver significantly more value under the product support banner than their competitors but that will [...]
Category: Support Messaging Support Value Tags: competitive advantage, Customer Constituencies, Customer Experience, Customer Perceptions, Customer Service, Gartner’s Fantasy Football Product Support Squad, Hardware Maintenance, Software Support, Support Quality, Support Value Chain, TRKFAM, Value Proposition
by Rob Addy | January 28, 2012 | Submit a Comment
According to the UK government; “Tax doesn’t have to be taxing”. But I guess they would say that, seeing as they require millions of UK taxpayers to do the paperwork for them through self-assessment… Self-assessment or self-analysis is an interesting concept. Can we ever truly be objective? Do we have the capacity to see ourselves [...]
Category: Support Operations Support Processes Support Strategy Support Value Tags: competitive advantage, Customer Service, Gartner Product Support Maturity Scale, Hardware Maintenance, Internal perception, Market Perceptions, Processes and Methodologies, Product Support, role of support, self-assessment, Software Support, Support, support as a weapon, Support Quality, Support Value Chain, TRKFAM, Value Proposition, valued contributor, where does support fit in?
by Rob Addy | January 24, 2012 | Submit a Comment
It’s been almost a week now and my login credentials are still active. Better still, I have not yet been dragged from my bed in the middle of the night for some baseball bat-based “re-education” so all appears well… As we know, product support is not universally disliked in business circles although it sometimes feels [...]
Category: Support Messaging Support Strategy Support Value Tags: Customer Constituencies, Customer Experience, Customer Perceptions, Customer Service, Gartner Product Support Maturity Scale, Gartner’s Fantasy Football Product Support Squad, Hardware Maintenance, Market Perceptions, Pre-emptive, Predictive, Proactive, Processes and Methodologies, Product Support, Reactive Break / Fix, Service Definitions, Software Support, Support, Support Quality, Support Tax, Support Value Chain, TRKFAM, Value Proposition
by Rob Addy | January 20, 2012 | Submit a Comment
…Shsssh! Don’t tell anyone, but “they” have inadvertently given me a login and password for the Gartner Bloggers Network. Not too sure who “they” are exactly but whoever they are they scare me. Obviously, it’s an administrative error and somewhere in Gartner Towers there is an earnest analyst figuratively running to his or her inbox [...]
Category: Support Strategy Support Value Tags: Alternative Support Providers, Analytics, Customer Constituencies, Customer Experience, Customer Perceptions, Customer Service, Gartner Product Support Maturity Scale, Gartner’s Fantasy Football Product Support Squad, Hardware Maintenance, Maintenance, Market Perceptions, Pre-emptive, Predictive, Proactive, Processes and Methodologies, Product Support, Reactive Break / Fix, Service Definitions, Software Support, Support, Support Consumers, Support Quality, Support Tax, Support Technologies, Support Value Chain, The Red Kipper Flies at Midnight, TRKFAM, Value Proposition
