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Customer Experience the Apple Way

You’ve probably noticed that Customer Service has become an old fashioned term.  Nowadays it’s all about the “Customer Experience” led in no small part by Apple and it’s crew of blue shirted genii poised to help with all of your purchasing and technical needs. According to Carmine Gallo, author of The Apple Experience, there are ‘5 Steps of Service’ that every Apple Store staff member... 

itSMF UK Conference and Exhibition 2013

Last year’s conference We are excited to announce that we will be the Headline Media Partner for this years itSMF UK Conference and Exhibition 2013 (ITSM13)! This news is not only exciting for us, but also potentially for you, as we will soon be launching a competition to give one lucky reader the opportunity to win a free ticket (networking, awards dinner and all) courtesy of our partnership... 

Customers are not your top priority

There is this myth that IT (or any service provider) should be utterly focused on customers; that a customer obsession is the secret sauce to IT success; and that unhappy customers mean we in service have failed. Railroads don’t bear this out. Railroads in the USA have fought tooth and nail with their customer base for decades.  After the Second World War, freight customers decided the railroads... 

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