CIO: Service versus technology

When I take my car in to be serviced I just want to know that it will be taken care of. If there are any issues, I don’t want to be subjected to a barrage of technical jargon, which when I ask for a translation can only be expressed in financial terms.

The idea behind service is making the customer feel in control.

IT departments that cannot distinguish between technology and service are scaring their customers on a daily basis. This reinforces the impression that the IT industry is no more scrupulous than some unlicensed back street cowboy outfit.

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