Gartner Blog Network

Tag: 'support-quality' Blog Posts

from the Gartner Blog Network

Good Service is Just a Simple Game of Snap!

by Rob Addy  |  October 2, 2012

Efficiently matching customer needs and preferences to the optimal support representative (or representatives) is the secret of support success. Nothing more, nothing less. It's not necessarily about getting the most...

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(Not So) Great Expectations

by Rob Addy  |  June 24, 2012

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...

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Customer Advocacy is Nice. Product Advocacy is Much Nicer.

by Rob Addy  |  April 18, 2012

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...

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"If" by Ruddy-Hard KPI-Thing

by Rob Addy  |  February 28, 2012

Rudyard Kipling's inspirational poem 'If' first appeared in his collection 'Rewards and Fairies' in 1909.  'If' contains many maxims for life, and is seen by many as an excellent blueprint...

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Radar Plots of Goodness

by Rob Addy  |  February 1, 2012

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...

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The Joy of Self-Assessment

by Rob Addy  |  January 28, 2012

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...

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Crack Dealer Rehabilitation - Part 1

by Rob Addy  |  January 24, 2012

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...

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The Red Kipper flies at midnight!

by Rob Addy  |  January 20, 2012

...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...

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