smart
Posted by smmarkmoore01 on Jun 25, 2010
Hayek had suspected that Piëch would seek to end the agreement with SMH upon his ascendancy to the CEO position, therefore he discreetly began
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NPS
Posted by Hank on Oct 1, 2008
At a past HDI conference, I listened to a presentation on Net Promoter Score (NPS). It is an intriguing idea — companies that do well on a one-question survey have better customer relations, grow faster and are more profitable than other companies in the same industry that don’t score as well. Companies using NPS include General Electric, Dell, Intuit and American Express.
Sometimes the NPS question is referred to as “the Ultimate Question”. The question is: How likely would you recommend us to a friend or colleague? (on a 1 to 10 scale, where 10 is extremely likely) Based on how this question is answered, a score is calculated that takes into account promoters (high scorers) and detractors (low scorers). For details, take a look at www.netpromoter.com.
Our Customer Care Manager, Chris Thompson, is tasked with contacting customers, asking the NPS question, and following up to address any concerns customers might have. For example, Chris went through a period where several customers gave us a score of less than 10 because our report writer could not produce some of the reports they wanted. Chris organized a conference call between those customers and LaDonna Beauregard, our Vice President of Development. Based on that call, LaDonna increased the number of fields available for reporting.
We find that using the NPS methodology serves as a mechanism for us to unearth problems that we might not hear about otherwise. It also gives us a baseline to see if we are improving over time or not. As we grow, it is a challenge to maintain the same level of quality customer relationships when we were much smaller. NPS is one tool we use in our efforts to stay in touch with our customers. –>
SEO
Posted by webguy on Aug 28, 2008
“Help Desk Software” is a particularly hard term to rank for in the search engines. The competition is fierce and getting harder and harder to get results on the front page of Google. With the great help of my superior at IssueTrak, we finally managed to reach the first page of Google about 8 months ago. We paid attention to the best practices of SEO and put great text/content on the front page. We also paid attention to the number of back links to the IssueTrak web site. Not to mention a lot of researching the competition. That’s how we made it.
And from there, reaching the front page of Google, you think we could stop and breath a sigh of relief and spend some time congratulating ourselves and reveling in our Google glory; but, not so much. If anything, the pressure is turned up to KEEP us on the front page. There are only 10 coveted spots on the first page and MANY companies trying to SEO their page just right to get you “knocked off” so they can “step in”.
At the time of this writing, we are number 7, out of roughly 7,030,000 results for the term “Help Desk Software“. Not too shabby… But by no means any reason to rest.
Welcome
Posted by admin on Jul 30, 2008
If you are seeking information about the help desk or customer support industry, you are in the right place. This blog was created to be a source of information and knowledge sharing for the help desk industry. Members of this industry, from support analysts to CIO’s, are encouraged to share their ideas and seek information about new tools, resources, common issues, processes, news and more on this blog.
Please register and contribute posts and comments as often as you would like. Keep in mind, all content should be generally related to the help desk or customer support industries.
We look forward to hearing what you have to say and are excited to help you share your thoughts with others. Get started by registering and then write a post or add a comment to an existing post. –>