5 STEPS TO A CUSTOMER-CENTRIC CULTURE
A guide for IT Service Delivery teams
Learn the 5 steps to establishing a customer centric IT culture, supported by research, advice & tips.
- The importance of customer-centric leadership
- Collecting customer feedback
- Establishing customer satisfaction metrics
- Using customer feedback for coaching
- Driving Continual Service Improvement
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What's in the eBook?
Dave O'Reardon helps IT support teams adopt Net Promoter practices and use customer feedback to drive continual service improvement. He's the founder and CEO of Silversix, the company behind www.cio-pulse.com, and winner of the Service Management 'Innovation of the Year Award' in 2015. Dave is a regular speaker for the IT Service Management Forum (itSMF) and has won multiple awards for his work on using Net Promoter within internal support teams.
ABOUT THE AUTHOR
WHAT READERS ARE SAYING
Copyright © 2018 Silversix Pty Ltd
"Dave introduced Lonely Planet to NPS. We improved our Net Promoter Score by 25% in just 6 months and we never looked back."
"Dave is pioneering the use of Net Promoter in IT. If you get a chance to hear him, read him or hire him, just do it!"
"I don't know anyone who knows more about how IT teams can use the Net Promoter System to improve IT customer satisfaction."
Jay Hyett
DevOps Manager,
Lonely Planet
Ed Cortis
Head of Solution Delivery,
Bankwest
Jonathan Coles
Senior Manager
IT Client Services,
Jetstar
(Net Promoter, NPS, and the NPS-related emoticons are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld)