I love to gather my thoughts following our annual Smarter Services Symposium and reflect on the excitement which I believe resonates beyond the event to the broader service and customer support market. My colleagues will cover the strategic and tactical observations stemming from the event in a series of blogs which will be published in the next week+ leading up to next week’s Smarter Services Symposium Recap Webcast (Please Join Us September 27th @ 11am Eastern: Complimentary Registration). To kick this off, Sumair Dutta authored an initial summary blog (Three Days of Service Learning: Three Initial Takeaways). Our blogs and coverage of the event will aim to help you assimilate the ideas, methods and strategies we uncovered at the event which we believe to be groundbreaking.
Read More
Topics:
Service transformation,
Service Management,
News,
customer success,
Perspective,
service culture,
safety
We just concluded the 5th Smarter Services Symposium in Chicago. By all accounts it was our best event yet and sets the bar extremely high for our 2017 Symposium (to be announced here). We're still compiling all of the feedback and will get a final assessment when all results have been tabulated.
Read More
Topics:
Perspective,
consumerization,
service excellence,
symposium
I'm not on Facebook, but apparently this picture has been making the rounds.
Read More
Topics:
Field Service,
Perspective,
accidents,
safety,
well-being
Several years ago, I had the opportunity to hear Doug Lipp speak at and close an event that I was running. A closing keynote is always a pretty tough spot as attendees are anxious to get going. They've been learning and networking for 2-3 days and those emails and calls that have been on hold are becoming a little more frantic.
Read More
Topics:
Perspective,
culture,
disney university,
doug lipp,
keynote,
symposium
Note: This is the final piece in our blog series on consumer ratings and perceptions regarding field service. The first two can be found here and here (Part 1, Part 2). To learn more, join our summary webinar where we talk about the key research findings.
Drum Roll Please. Well, not to be too dramatic, but we’ve set the stage for the final results from our field service performance appraisal projects. Remember, US consumers are the appraisers.
Read More
Topics:
News,
consumer ratings,
field service performance,
ratings
Note: This is the 2nd of our 3-part blog series on consumer perceptions of field service delivery. An introduction to the project is found in Blog 1 – Field Service Performance: What Resonates with US Consumers. This post focuses on the opportunity in field service relationship management.
Read More
Topics:
Customer Experience,
News,
Field Service,
ratings,
relationship management
Our research typically focuses on polling the leaders of service organizations. To that end, we’ve documented field service progress and challenges extensively. We look to continue to do so via our ongoing coverage and our annual Smarter Service Symposiums. Recently, we’ve branched out into getting different perspectives and ratings from the various stakeholders in the field service delivery chain. In May 2016, we published a report highlighting key take-aways from direct surveying of front-line field service technicians. The research yielded valuable insights, specifically around the day-to-day obstacles encountered by technicians in getting work done. We will continue our focus on technician-oriented research.
Read More
Topics:
News,
Field Service,
efficiency,
experience,
perceptions,
ratings
Some of my ideas are original. This one isn’t. I’m glad to say that it isn’t, because I come across so many bright minds in the field of service management. One of those minds is Steve Nava (www.linkedin.com/in/stevenava1) at Luminex Corporation, Austin, TX. In a recent conversation with Steve, he spoke about his intent to extend the concept of an open office to his field service workforce. What a novel idea.
Read More
Topics:
collaboration,
augmented reality,
Field Service,
Perspective,
isolation,
messaging,
mixed reality,
mobile workers
Spiderman didn't come up with it, but in celebration of his introduction to the Marvel Universe (Spoiler Alert regarding a certain Marvel movie in theaters now), it’s worth bringing in one of his most used quotes. With a slight addition, that is. The quote is appropriate when considering the focus that service organizations must place on worker and driver safety when rolling out newer tools and applications to boost the productivity of their front-line agents.
Read More
Topics:
Field Service,
Perspective,
distracted driving,
driver safety,
safety
Almost all of the field technicians that we polled for The Service Council’s Voice of the Field Technician research project (Introduction, Part 2, Part 3, Part 4) recommended the profession to others. Most were equally complimentary when asked if they would recommend their current organizations.
Read More
Topics:
mobile,
Field Service,
Perspective,
Field Engineer,
field engineers,
field technicians,
field work
