Meet the author and presenter
Mark Copeman has had customer facing roles since 1993, in B2B enterprise roles and subsequently through his two marketing and video agencies.
He co-founded Customer Thermometer, the 1-click helpdesk feedback tool in 2010 and then spent the next 8 years immersed in all things customer service. He took an active role in their helpdesk and worked with 100’s of helpdesk managers from IT support businesses, big brand helpdesks and internal enterprise service desks.
He saw first hand the issues helpdesk managers face. He’s dealt with 100’s of difficult (and wonderful) customers on the phone, face to face, via email and chat.
He exited Customer Thermometer and wrote Helpdesk Habits, the book. That was turned into the online program and certification during 2019.
Mark speaks at conferences regularly and runs face to face workshops.
Everything he teaches and speaks on, is based around habit formation and embedding. The only true way to create lasting change.
Mark is the founder of Wisecurve, which brings together tools and programmes to help MSPs (& vendors) win more business:
Tech Testimonials – the only video / written testimonial service dedicated to the tech industry.
MSP Website reviews – get a 30+ minute review of your site and an improvement action plan.
Website Success 101 for MSPs – Be seen as credible by your prospects and boost your site conversions.
He is a regular conference speaker on the subject of customer service and the power of habits, as well as more recently, he speaks on how to get the most from your MSP’s website.
Mark is also a video presenter and conference host in between consulting for IT businesses, where he focuses on creating content, sales and marketing.
Outside of the IT world, he owns an online fitness program, with his fitness instructor with 1,500+ members.