My most popular blog of 2012 wasn’t written by me … but I guess you might have expected this if you’ve already read a few. That blog's author, an end-user (or is that a customer of an internal IT organization), now returns to look at the IT service desk through a customer and customer experience lens. I’ll let them continue in their own words …
So how is your customer experience?
It’s never been more important to build strong customer relationships (regardless of what type of service you're offering). Long gone are the days when the customer purchasing path was straight-forward, and when the only route of post-sales contact was the phone. In 2013, we need to be proactive and embrace consumer-driven change, harnessing the power of new technologies as well as improving older methods of contact.
Whether your interactions with customers are face-to-face, via the internet including social media, or over the phone; and whether they involve physical or virtual products; they now need to generate a good “experience” for customers. In the age of the “empowered customer” failure to manage these “experiences” can lead to missed opportunities and/or customer loss. And not just with the affected customer(s).
So what is “customer experience” and could it apply to IT service desks?
Forrester’s definition is simple: “How customers perceive their interactions with your company.” So for an IT service desk, could it be: “How end users perceive their interactions with your service desk”? And if so, how do you deliver this increasingly critical “customer experience”?