Creating an intentional customer focus goes far beyond taking care of customers and achieving acceptable levels of customer satisfaction. An intentional approach also shapes a company’s culture, improves employee engagement and performance, and positively impacts financial growth. Popular tools such as work objectives, surveys, and metrics are a good start but are like small hand tools compared to the “power tool” usage of a...  Continue Reading..

The marketplace for equipment manufacturers is rapidly moving from a pure product focus to a customer outcome-based focus. With this change, every manufacturer will be faced with the hard truth that their customers are changing the way they purchase. New customer expectations, new models, and new capabilities will put tremendous pressure on today’s field services organization to adapt, be relevant, and continue to deliver a key revenue...  Continue Reading..

As companies adopt various digital technologies along with new strategies in an effort to make operations more efficient and to provide better service to their customers, determining the appropriate balance between speed and thorough execution is sure to be a challenge. Field service organizations especially are under a lot of pressure to optimize productivity, to deliver a superior customer experience, and to become a profit center. Under the...  Continue Reading..

Artificial intelligence (AI) has been the buzzword du jour over the last few years, unseating IoT as the technology darling making its way into ad copy across field service technology providers. We’ve reached a point where most firms are aware of how AI can support their business conceptually, but only a fraction have put AI-powered solutions into practice today. Given that fact, now seems like the ideal time to take a look at how AI is...  Continue Reading..

Measuring the customer experience based on the services your company provides requires that several types of survey instruments be used. It is very important to your overall business health and growth potential.  Continue Reading..