Magazine Article | November 20, 2014

Using The Internet Of Things To Deliver Effortless Service

Source: Field Technologies Magazine

By Chuck Malone, director of marketing, Etherios, a division of Digi International, www.etherios.com

IoT is not just about technology, but rather developing solutions that can drive meaningful results for your business.

Field service organizations continue to rise in importance for businesses today. The experiences your technicians deliver have a lasting impact on your customers’ overall impression of your brand and can positively or negatively impact satisfaction, retention, and future sales. Customers’ expectations continue to rise as to what is considered good service. Customers expect effortless service.

Truly effortless service is only achieved when your customer has to put forth little to no effort during a service interaction. According to the Corporate Executive Board, 96 percent of customers who put forth a high effort during a service interaction are more disloyal. Conversely, 94 percent of customers will repurchase from a company that provided a low-effort service experience for them.

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