by Dianne Roman, Enterprise Customer Loyalty
In February 2012, Enterprise Customer Loyalty posted a blog titled “Firmware Upgrade and Software Quality: Minimizing Network Downtime” highlighting the importance of proactive knowledge sharing and new product testing and validation to improve our customers’ networking experience. Shortly thereafter, the Enterprise Solutions Networking team rolled out a plan to drive and track 18 key End-to-End (E2E) ‘customer experience’ initiatives to improve easy access to critical information and resources around our PowerConnect products. Specifically,
Between July and November 2012, 15 of 18 initiatives have been implemented.
Key wins include:
Also, industry data (Source: HBR July 2010) indicate customers are twice as likely to be promoters when their effort to resolve a technical support issue is low therefore continued emphasis on educating our customers and providing them with tools to become self-sufficient in troubleshooting issues is vital to improving overall perception of our Network product quality. We will continue to accelerate our pace to deliver reference architecture, configuration guides, and training videos that align with our customers’ IT needs and expectations.
If you have any suggestions on how we can improve your networking or PowerConnect experience, let us know or post your idea on Ideastorm.com.