Q&A: How Crucial Is Customer Experience In Field Service?

Sarah Nicastro

By Sarah Nicastro, publisher/editor in chief, Field Technologies
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We hosted a webinar recently to discuss the focus on customer experience that is occurring in the field service industry. Christine LaVoi, field service management client success manager at IFS, joined us to discuss how a focus on customer experience can help elevate service by maximizing the potential of your field service interactions. Here LaVoi addresses some of the important questions asked during the webinar.

Field Technologies: Can you summarize why there is such a focus on customer experience and why it’s such a relevant topic for field service organizations?

LaVoi: Some recent studies show that by 2020 customer experience will overtake price and product as a key brand differentiator. In addition, other research shows that when you are looking at millennials, a single poor customer experience will cause millennials to look for a new service provider over 50% of the time. 

With customer experience impacting not only client-retention by over 40%, but in addition improving customer satisfaction and providing upselling opportunities in over 30% of interactions, it is key to a service organization’s success.

These types of trends and expectation for a higher service will continue to push organizations to focus on customer experience or lose their competitive edge. We all know the statistics, it’s cheaper to keep a customer than find a new one, satisfied customers are more likely to buy more and refer someone to your business and an unhappy customer will tell everyone that they are unhappy. In today’s world of social media customers aren’t only telling someone about their experience with a company over a water cooler or across a driveway, they are telling the world via Twitter, Facebook and other social media outlets your successes and failures. All of these factor make customer experience a relevant topic for today’s field service organizations.

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