David Strom

Lessons for IT from the Front Lines of Customer Support

Author & IT Expert

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Moderator

James HilliardHilly Productions

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Q & A

Type questions and comments

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#GoToAssistWBR@hillyprods@GoToAssist@dstrom

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Presenter

David StromEditor and IT Expert

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First you have to listen to your customers!

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Ask these questions to your “bounceback” customers

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Track customer sentiment

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Are you asking the right questions?

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Neil deGrasseTyson

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Build data dashboards

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The worst thing you can do when it comes to customer retention is to over-promise and under-deliver.

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Be honest when a problem occurs

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Use good judgment in all situations

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Or the “IT Crowd”

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Be proactive in all your communications

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Train your customer-facing teams

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Analyze your “leads funnel”

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Know your biggest troublemakers

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Recruit your brand ambassadors carefully!

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Find stupid stuff and fix quickly

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My review in Network World of various social media monitoring tools

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© 2015 Citrix.

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Q & A

David StromAuthor & IT Experthttp://www.strom.com/@dstrom

James HilliardHilly Productionswww.hillyproductions.com@hillyprods

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