Entries by Lindsay Willott

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How Hivelocity delivers ultimate customer centricity

When data center provider Hivelocity started out in a Tampa basement in 2002, most competitors in the server hosting industry were leading their go-to-market message with speeds and feeds rather than customer service. Today, with 70,000 square feet of data centre space across Florida, Georgia, New York and California, its founding decision to major on […]

Lindsay’s Summer reading list for 2018

As Einstein once said, ‘the only thing you absolutely have to know is the location of the library’. I find reading both relaxing and enthusing in equal measure, and am never happier than with book in hand. Whether you’re heading off for sunny climes and a lounger, an explorative city break or something more active, […]

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ITSM customer service: 4 key steps

The 4 steps to using ITSM to transform customer service According to the 2017 CIO WaterCooler ITSM survey, organizations mainly use IT service management processes and tools to improve the quality of their IT-related services. In 35% of cases, the objective is to support the customer experience. Proponents of ITSM highlight a range of benefits […]

10 best customer service events to attend in 2018

Despite so much information at your fingertips, travelling to a conference can still be an extremely good use of time and money. Nothing beats getting out there and speaking to people if you want to learn about best practice and see what’s new in the world of CSAT and customer service. Unless you are a […]

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Customer excellence using feedback at Victorian Plumbing

Victorian Plumbing is one of the UK’s largest online retailers of branded and in-house designed bathrooms and accessories. Based in Merseyside, UK, the company was founded in 1999 and with its focus on customer excellence, has gone on to enjoy tremendous success. Turnover is expected to hit £100m ($140m) this year. Joe Pascoe is Victorian […]

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The 5 best practices of a high performing helpdesk

The 5 best practices of a high-performing helpdesk There seem to be two schools of thought around helpdesks. You either look at them as a cost centre or a profit centre. A necessary evil, or a gold-plated opportunity. Whichever it is, and whatever your industry sector, everyone agrees that the help desk has got to […]

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How The 20 uses Customer Thermometer to help MSPs reach their ultimate growth potential

The fastest online survey in the West In the fast-growing world of IT managed service providers (MSPs), one innovative business is leading the market. By using customer feedback from the very heart of its interactions with customers, The 20 is helping its MSP clients reach their ultimate growth potential. Here’s how The 20 uses Customer […]

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A look at how online surveys have made the headlines this week

Putting the boot into online surveys The humble online survey came under intense scrutiny from an unexpected source earlier this month when a top English Premier League team asked fans to rate the performance of its manager. Everton Football Club is not unusual in periodically asking its customers questions via online surveys. With global audiences […]

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How to measure Transactional NPS

Pick a customer and imagine it’s the only one you have. Your first or your best – it doesn’t matter. With only one customer, you can afford the time to invest in understanding their motivations and be responsive to changing needs. But what do you focus upon the most – the overall relationship or the […]

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How to get customers to take surveys

The question of how to get customers to take your surveys could be solved by looking into research on persuasion and the concepts of consent. If you’re looking to increase your response rate, read on… In his 1947 treatise on the ‘engineering of consent’, Edward Bernays introduced the concept of persuasion as a scientific discipline. […]

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Getting feedback on customer service, a case study

Getting feedback on customer service is notoriously challenging. Customers are busy and don’t often have time to spare. We spoke to Customer Thermometer user Lanteria about their success at getting and using feedback on its customer service. Tell us a bit about Lanteria Lanteria is a leading developer of HR, Talent, Performance and Learning management […]