The IT Service Desk in the Age of the Customer

Cloud & Services Home IT Asset Management Managed Services

by | May 17, 2016


I’m going to hit you with some bold numbers:

  • 53 percent of customers would rather research on their own and make their own decisions rather than talk to a sales representative, and 65 percent prefer word of mouth.
  • 80 percent of companies think they offer great customer service — but only eight percent of customers agree!

Customers are getting sick of dealing with companies shoving how great they are down their throats, and will turn and run if they get a whiff of a sales pitch — but, if they do invest, they want to know that the companies they put their money into actually care. It’s a delicate balance that shows just how much social networks and review sites have empowered the customer, and how much customers crave a human touch that focuses on education rather than selling.

You may be thinking, “Why should I care? I’m only in IT.” But here’s why you should care: Approximately 80 percent of a business’ revenue comes from just 20 percent of their total customer base. This means that it should be the business’ top priority to make their customers happy and keep them coming back. As an IT professional, you have a unique insight into what the customers are thinking and feeling; it’s already a part of your DNA and processes to receive feedback based on your services.

SOURCE: samanage.com

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