11.16.22 -- Deliver An Exceptional (And Profitable) Customer Experience

Examine the astounding scope and complexity of the industry, the challenges in delivering an exceptional customer experience (and remain profitable), and the vital role technology plays in achieving these outcomes.

We asked Jeanine Sterling, industry director at Frost & Sullivan, what she sees coming in the field service management industry in the next 12 to 24 months. She has some keen insight that comes from talking to numerous company leaders and surveying the industry landscape.

Making an emotional connection with customers is critical to building loyalty and increasing retention, and service and sales teams sit in a prime spot to enhance that connection. Every experience a customer has with a home service and sales representative is a direct reflection of a company’s brand. You want to turn your in-home sales and service personnel into brand ambassadors, but it’s a goal that requires the right service tools and technology from incoming calls, to ordering, and through execution.

Earlier this year, Field Technologies Online and ServiceNow sat down with Xerox to learn how their leadership team is empowering the next generation of field service workers and enabling technicians and engineers with real-time expert assistance through augmented reality (AR). In this service leader conversation, you’ll learn more about the role augmented reality is playing in Xerox’s transformation journey.

Marketing and sales teams have an important and straightforward role, which is universally understood. They create interest in a product or service, garner sales qualified leads, and then connect with prospective customers who are in the market for their product or service. Depending on the item or service, the customer’s journey can take days, weeks, or even months until the purchase is made or the contract is signed. Once the sale is complete, this company-customer relationship still has a chance to evolve. But how do companies ensure ongoing communication and customer satisfaction beyond the sale?