By Sarah Nicastro, publisher/editor in chief, Field Technologies
Author and customer experience futurist Blake Morgan gives practical advice on how to better meet the growing needs of your customer base.
Improving the customer experience has moved up the ranks as a top strategic initiative for most field service organizations. In fact, according to our 2017 year-end special report, The Future Of Field Service, improving the customer experience is a strategic priority for 71.8 percent of field service leaders. To me, this statistic illustrates how far the field service industry has come — and where it is headed. We’ve moved beyond the phase of just “cut costs, cut costs, cut costs” to really understanding that how we are addressing our customers’ needs is the real key to success. In other words, most field service organizations have conquered the shift in mindset from service being a cost center to a profit center.