Field Technologies Magazine
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Service Growth Portfolio Management
12/1/2019
Revenue and market growth are accelerated by a new approach to leading a service business. The Service Growth Portfolio concentrates on value and capability creation in three distinct investment areas: 1) Service Product Offering, 2) Workforce Skills and Behaviors, 3) Enabling Technology.
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Does Technology Enable Or Delay Transformation?
12/1/2019
The race to implement the latest platform or build an application to manage a process within service or just move from paper to something mobile has transfixed the service world. Technology has become the primary focus of much of what we read about and captures much of our budgets as we look to transform.
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Wearable Computers, Augmented Reality Solutions Emerging
12/1/2019
The use of wearable computing and AR-based field service applications is increasing, but vendor volatility is still a concern.
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Net Promoter Score: The Sum Effect Of Customer Interactions
12/1/2019
Customers interact with a company across multiple touch points such as sales, customer service, and technical support. Interactions are not limited to human contact; customers interact with a company’s systems, channels, and products that mold their view as well. These experiences customers have over the myriad interactions influence their perception of an organization.
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5 Failures of Customer Journey Maps – And How to Avoid Them
12/1/2019
Your field force are the key people who interact with customers, day in and day out. One of the foundations often used to ensure that your customers have a consistent experience is to create a customer journey map. When properly trained on and executed, it will guide your team to take the right actions at the right time and to ensure they understand when and how to best engage customers around different circumstances.
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Seeing Is Believing: How Augmented Reality Increases Field Technician Productivity
12/1/2019
We've all heard the expression "seeing is believing." But, what really should stand out fairly clearly is the fact that the phrase does not say, “reading is believing!” This is the main premise that supports the applicability of AR for the field services segment, in that it is more helpful for the field technician to “see” how to repair a piece of equipment, rather than having to “read up” on how to repair it.
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The Importance Of Service For A Best-In-Class Manufacturing Company
8/30/2019
As manufacturers recognize that happier customers equal higher profits, customer experience is becoming a critical competitive differentiator.
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Guidelines For Improving Customer Satisfaction And Loyalty
8/30/2019
A total and ongoing commitment to your plan and process is essential to moving the needle on meaningful improvement.
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Adaptation, Adoption, And Agility: Your 3-Step Approach To Digital Transformation
8/30/2019
Every company or business has a strategy, whether clearly articulated or not. Unfortunately, often the functions that are essential to achieving a transformation goal — IT, HR, R&D, finance, your service division — aren’t part of developing the strategy or testing whether it is clearly understood. If strategies are not aligned across the entire company or business, it is no wonder that overall business value isn’t achieved, or departments are stuck doing small POCs that never get scale. Setting that strategy correctly is a necessary step from which you can focus on these three A’s: Adaptation, Adoption, and Agility.
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Lessons Learned As VP Of Service Operations
8/30/2019
How teamwork, continuous learning, a readiness for change, and investing in training and cross-functional relationships will serve you well when managing in the service industry.