Exploring The Gap Between Customer Focus And Customer Impact

By Sarah Nicastro, Creator, Future of Field Service

I often tell the story of never planning to build a career in this space – when I began at Field Technologies, I intended it to be a transitional step in my journey. Life unfolded as it does, and for many reasons this world of field service and service industries became my career – and my passion. Part of that is because as I dug in circa 2008, we were at the beginning of a very intriguing evolution. This was when organizations began talking more about the focus on customer experience; the early days of seeing service as a potential source of differentiation and profits.

It’s been incredibly interesting to me to see this journey unfold, for various companies across industries and across the globe. The reality, some years later, is that while the focus on customer experience and customer satisfaction has become the forefront of focus for just about every service-based business, there exists a gap between the focus and the impact. The effort is there, but the outcome often isn’t.

IFS recently sponsored a global study of more than 1,700 executives and 12,500 consumers titled “Fixing the fundamentals: Understanding new business models and opportunities in the wake of Covid-19” to examine this topic and how, in many instances, the gap that exists has been exacerbated by the pandemic. IFS CEO Darren Roos states in the opening of the findings, “Long before the pandemic, the ‘Amazon effect’ had revolutionized customer expectations for speed and consistency. But now, companies in industries ranging from paint manufacturing to air travel are finding the pandemic has made both business-to-consumer (B2C) and business-to-business (B2B) customers even more demanding.”