#TFT14 Dan Lee Customer Experiences

Post on 06-May-2015

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description

Recall the amount of times you've had an awesome customer support experience from an IT service desk, telecommunications provider or utility company. Struggling? Thought so. Why is the experience so often like sticking pins in your eyes? With thanks for Ca Technologies for sponsoring TFT14 slides. For a free trial of Nimsoft go to bit.ly/1df6jY7

Transcript of #TFT14 Dan Lee Customer Experiences

Dan$Lee$

Crea)ng$enjoyable$customer$experiences$8$it's$not$as$hard$as$you$think$

Creating Enjoyable Customer Experiences It’s not as hard as you think

@danboblee

linkedin.com/in/danielrlee

dan.lee@citrix.com

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Make It Welcoming

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Watch, Test, Learn

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Community

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People and Culture

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@danboblee

linkedin.com/in/danielrlee

dan.lee@citrix.com