Look Inside Completely Satisfied
One of 50 Books Thinkers360 Says You Should Read!
Completely Satisfied goes beyond explaining what IT experience and satisfaction are or why they matter. It introduces a practical, step-by-step way to understand how digital delivery shapes employee experience—and why breakdowns there quietly undermine productivity and business outcomes long before leaders see the impact in results.
Image of Apple Books reader showing table of contents. Click to expand.Your approach to delivering brilliant digital workplace experiences — defined!
The book shows how to recognize and correct these hidden gaps, so organizations can finally deliver the productivity gains, customer impact, and revenue growth their digital transformation investments were meant to achieve.
"Stunning insights into the subject and all conveyed with a conversational style that has just carried me along."
—Bhupinder D'Mahi Investor, Entrepreneur, Independent Researcher
"With the release of his new book Completely Satisfied, Hank has provided a detailed roadmap for IT leaders that is comprehensive, timely, and relevant. It's packed with decades of know-how and actionable guidance critical to moving from an issue-driven, reactive orientation to one that is proactive and entirely focused on delivering value to those that consume IT products and services. Do yourself a favor and rip this book apart! Take the time to consider Hank's recommendation and get started on your satisfaction journey – you won't be sorry."
—Ken Gonzalez, IT Industry Advisor & Former Gartner Analyst
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Completely Satisfied — what you'll learn
"From inspiration from your book I put together an experience team (Portal Experience Team or P.E.T.) Thanks for everything."
—Mitch P., USC
Get the templates I reference in Completely Satisfied to apply the methods in your own environment. These templates include the Service Concept, Styles of Satisfaction, Satisfaction Flow Chart, and Satisfaction Evaluation Statement. Please fill in and submit the form below.
| 01 | Break IT satisfaction into eight actionable components to make it measurable and controllable. |
| 02 | Understand how these components interact to help or hinder business outcomes. |
| 03 | Define acceptable digital performance ranges aligned to employee needs. |
| 04 | Prioritize and close the gaps between the IT experience employees expect and receive. |
| 05 | Link digital experience strategy to business agility and value to drive continuous improvement. |
"Completely Satisfied is a welcome addition the limited number of books about capturing and improving digital employee experience. Wherever you are in your IT satisfaction improvement journey, it has something to offer. IT satisfaction improvement is a journey, and Completely Satisfied guides you step by step."
—Mark Smalley, lead editor ITIL© 4 High-velocity IT and content editor XLA© Pocketbook
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