Using Field Service As A Strategy To Increase Customer Loyalty

By Michael Israel, Head of Field Service Evangelism, Zuper

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 with 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?

Sales promises on their products’ benefits and capabilities. Once the sale is completed, it’s the Customer Service and Field service teams that continue to deliver on those promises. They help companies build deeper, more meaningful relationships with their customers. These workers become the face of their company following the sale. In fact, field service teams are often the company’s best ambassadors and the customers’ main point of contact going forward, completing numerous service activities over time to deliver on the brand promise. To build that brand equity, we can all agree that field service teams must provide the highest level of service to their customers. Done properly, this is profitable for the company and valuable for the customers.