By Mark Wilburn CTO, SkyCreek, www.skycreek.com
Today’s consumers expect more than ever before — here are some suggestions for how to keep up.
In a recent study, Accenture labeled the current consumer environment the “Switching Economy.” The reasons: Customers often see little differentiation among brands, can easily gain information on competitors, and are quick to shift their loyalties if expectations remain unmet. Companies with large field service teams must take heed of this important trend. Field service is a highly visible operational component and a traditional source of much consumer frustration.