Develop a Data-Driven Strategy for Mind-Blowing IT Support Speaker: Ben Brennan

HDI Conference 2018

Wednesday, April 11, 3:00pm - 4:00pm

MGM Grand Las Vegas

“if it’s different you gotta explain it. 1. My Goals for this talk. 2. Roadmap/Agenda

1.Why “Mind Blowing” IT Support?

2.Rebooting Your Brain

3.Transformational Data

4.Giving Your Customers a Voice

5.Real life examples

6.Q&A

Agenda

Business Goals:

• Empower employees to reach peak performance and productivity.

• Sales teams sell as much as possible

• Products ship as quickly as possible

• Engineers spend as much time building as possible

• Etc., etc.

Business Goals:

• Empower employees to reach peak performance and productivity.

• Sales teams sell as much as possible

• Products ship as quickly as possible

• Engineers spend as much time building as possible

• Etc., etc.

Business Goals:

• Empower employees to reach peak performance and productivity.

• Sales teams sell as much as possible

• Products ship as quickly as possible

• Engineers spend as much time building as possible

• Etc., etc.

Business Goals:

• Empower employees to reach peak performance and productivity.

• Sales teams sell as much as possible

• Products ship as quickly as possible

• Engineers spend as much time building as possible

• Etc., etc.

Giving Your Customers A Voice

Why is good data important?

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What you have to accomplish Sc

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How do we give our customers a clear voice?

CSAT NPS® CES QSTAC™

Stands For Customer Satisfaction Net Promoter Score® Customer Effort Score™

QualitySpeed

Technical KnowledgeApproachabilityCommunication

Used By Like, everyone.Apple, Ritz Carlton, Audi,

Zappos, IBM

Recommended by Harvard Business Review. Ridiculed as unnecessary by other sources.

IT teams going for best-in-industry, world-class customer

service

The Philosophy Important to keep the customer “satisfied”

Fiercely loyal customers (Promoters) grow your business.

Reducing customer effort necessarily increases loyalty

“Amazing” is the new good

Strengths Simple, available out of box on most CRM software.

Vicious scoring calculation leads results in best in class service.

Great for teams who have overy-complicated and less user

friendly systems and platorms.

Turns good teams into amazing teams.

Limitations

Data is not particularly meaningful or scientific. Doesn’t

differentiate between “good” experiences and “awesome”

experiences very well

Awesome for consumer-facing teams. Unfortunately, not

granular or actionable enough for most IT teams in its current

format.

Doesn't get specific enough about what the obstacles are or why they exist. Only measures

one thing: effort.

Fine tuned for excellence and specifically for badass, best-in-

industry service orgs; companies who are happy being “good” are unlikely to see the same value or

returns.

• Accuracy and reliability matter

• Start with anonymous surveys

• Ask for brutal honesty

• Let them know the “why”

• Intentional wording

• Keep it short!

• Bribery gets you everywhere.

Creating Your Own Survey – A D.I.Y. Guide Enough Theory! 3 Real Life Examples

• IT Gremlins

• Saying Hello

• “We’ve Tried That

Before and It Didn’t

Work"

What: Mind Blowing IT Support

How: Give your customers a voice. Get scientific about collecting data. A data driven strategy based on good data writes itself.

Why: Blowing our customers’ minds is fun and awesome. It improves the company’s bottom line and builds trust in IT that leads to bigger budgets and more leeway to innovate and build amazing things.

Any Questions?