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ITIL - Service Experience

We need to use the service experience to evolve for the better. The service manager would be somebody responsible for one or more services. They would be the human connections to the business and takes care of the internal complexes of IT that the business doesn't need to worry about. If the business is really pleased with IT and services they provide then we have achieved some consistent service experience.

The experience a customer has of a product affects the overall service experience. Poor communication, substandard quality and high costs all contribute to a negative perception of the level of service being supplied.

Success or Failure
In their book Rules to Break and Laws to Follow, Don Peppers and Martha Rogers, Ph.D. write an excellent summing up of customers - "customers have memories. They will remember you, whether you remember them or not." Further, "customer trust can be destroyed at once by a major service problem, or it can be undermined one day at a time, with a thousand small demonstrations of incompetence. A major service problem can be saved with good communication and a well thought out recovery plan. Together with service history, the longer a service provides value, the more chance we have of maintaining a good service experience.

Using customer feedback to improve the service experience is one of the most valuable processes to implement. More recently, especially with the age of social networking and real time messaging, many organizations have implemented feedback loops that allow them to capture feedback at the point of experience. Twitter for example, provides instant messaging on peoples opinions and thoughts. Giving customers the option to report their experience is a useful means to improve customer service levels and fix defects in the service.

strategy service strategy basics experience customer example



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