When implementing an ITSM process or product it is imperative that we focus on the customer we are delivering the product, service or outcome to, and not just those who are delivering. We also need to make sure that our customers are not just satisfied at the start, but stay satisfied and engaged.

Here are some thoughts to consider when focusing on Customer Experience

– Customer Experience is both objective and subjective.

– Always identify and know your customer audience

– Collect customer feedback through customer surveys

– Maintain a list of improvements and requests and there impacts on the customer (and actually work on that list)

Too often we focus on the experience of those response for delivery, but not of the recipients. You can have the best delivery plan in place, but with a poor customer experience, you wont have any customers to deliver your product to.

-Krystina Hodge, Consultant & Project Manager

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