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Imagine A Fitbit-Like Field Service Experience
Imagine A Fitbit-Like Field Service Experience It’s the New Year, and gyms are packed full with people full of resolve to get healthy. Many of those people, including myself, now use an exercise-tracking device like a Fitbit, Garmin, or Apple Watch to track their activity and help stay motivated. The question is, what can we in the field service industry learn from the use of these exercise-tracking devices?  Continue Reading...
Customer-Led Innovation In The Social Media Age
Customer-Led Innovation In The Social Media Age The rise of social media has drastically shifted the way brands and entrepreneurs interact with loyal followers and consumers. Companies are no longer limited to outdated methods of communication, and instead, have adapted to social media to enhance customer relations while building better reputations for themselves. Understanding how customer-led innovation in the social media age has changed the way business is being conducted is key to...  Continue Reading...
Who Cares About Your Customers?
Who Cares About Your Customers? In my third book Dealing With Difficult Customers, my co-author Shawn Veltman and I go into great detail explaining why some customers seem so difficult, and what you can do to dramatically improve your ability to create amazing experiences for all of your customers–including the most difficult ones. With the release so close, what better time to talk about why there is such a disconnect between what senior executives think happens...  Continue Reading...
The Top 5 Field Technologies Articles Of 2017
The Top 5 Field Technologies Articles Of 2017 2017 has been an exciting year in field service! Some of my personal favorite topics to cover have been how field service is shifting to be such a strategic part of the business, the growing importance of a major focus on the customer experience, and the discussion of how Augmented Reality (AR) is beginning to take hold in field service. I had the opportunity this year to interview some wonderful field service leaders, and it was my honor to...  Continue Reading...
Turning The ELD Headache Into An Opportunity
Turning The ELD Headache Into An Opportunity Last week was the deadline for compliance with the ELD mandate. However, many statistics are flying around about the number of companies required to be compliant that have yet to roll out an ELD solution. Avoiding the mandate, however, won’t make it go away.  Continue Reading...
Tackling The Field Service Talent Problem
Tackling The Field Service Talent Problem One of the biggest challenges facing the field service industry right now is the aging workforce. Under the umbrella of that one challenge are actually a handful of really big problems.  Continue Reading...
3 Critical Areas Of Field Service Continuing Education
3 Critical Areas Of Field Service Continuing Education Success in the field service industry begins with customer expectations, and the genesis of continuing education is to understand your customer as their needs and wants change. The customer’s processes, revenue models, and service expectations change rapidly. Service organizations that stay in tune with their customer processes are better able to recruit, develop their workforce, and provide service delivery structures and processes to...  Continue Reading...
5 Essential Questions That Will Shape Your AR Strategy
5 Essential Questions That Will Shape Your AR Strategy James Heppelman, president and CEO of PTC, recently co-authored an article for Harvard Business Review along with Michael E. Porter, a University Professor at Harvard. The article, titled “Why Every Organization Needs An Augmented Reality Strategy,” takes a deep dive into how Augmented Reality (AR) is impacting our world, especially from a business sense.  Continue Reading...
The Driving Forces Of IoT
The Driving Forces Of IoT News about the Internet of Things (IoT) is everywhere. Indeed, IoT is one of the largest and fastest growing segments of the IT industry. The number of deployments of connected devices is forecasted to increase from 6.4 billion in 2016 to 20.4 billion by 2020, according to industry analyst firm Gartner Group.  Continue Reading...
The Foundation Of Providing Good Service
The Foundation Of Providing Good Service Customers want knowledgeable field service workers, on-time appointments, and first-time resolution. Your goal should be, and probably is, to provide all of those things. But in reality, you will at times fall short. And when you do, you need to fall back on one element that is the foundation of good service.  Continue Reading...