At Netfor, we believe in the art and science of customer experience. How do those seemingly opposite factors play out in our Service Desk Improvement Projects (SDIP)? It is most obvious in the third stage of the project–Solution Architecture. Each [...]
A crucial part of any organization-wide improvement project is a carefully-designed plan. A plan is more than just a laundry list of items to be crossed off whenever they happen–and at Netfor, we know the value of a plan is [...]
Lately on the Netfor blog, we discussed some of the many ways your business can put Shared Service Desks to use to streamline the way you inform, assist, and better serve your employees. However, Netfor’s services aren’t all outsourced solutions; [...]
Change–it’s all around us. Nowadays, you’re just as likely to slap a return-to-sender sticker on a pre-packaged return box, or negotiate a return online via social media or an official website as you are standing in line in a dimly [...]
For most of the country, it’s that time of year again. Autumn breezes turn into cold, Northern winds that shake the rest of the leaves off the treetops. Window scrapers become a necessity in the mornings, and the evenings become dark & [...]
Over the last few months, I have covered the emergence of customer experience and why customer experience is so important. I want to finish things off by addressing how customer experience is managed on an ongoing basis and some practical [...]
When our client, major shipping retailer The UPS Stores asked for our help prepping for a major platform update on their POS system nationwide, we were pretty excited for the challenge. When they said this involved a trip to San [...]
To understand why Netfor is passionate about maintaining an active internship program, we have to look back at the origin of the company. More than 15 years ago, I started Netfor as a solo entrepreneur with business drive and discipline, [...]
Recently I had the pleasure of traveling to Chicago to participate in one of HDI’s round table forums. HDI is the leading professional association and certification body for the technical service and support industry. I’ve long been involved with HDI, [...]
Focusing on Customer Experience can be a strategic decision to move your company into a more differentiated market position or a reaction to market conditions. In today’s markets, products become commoditized more quickly, price differentiation becomes more difficult to sustain [...]
