It’s coming on Christmas, time for a Star Wars movie! Rogue One hits the screens on cue, and fans old and new are enjoying the latest chapter, in the most messed up chronological tale ever told!
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Topics: Customer Experience, customer service, Perspective, star wars
It’s that time of year again in the US. That time where we gather with our loved ones and share a feast, watch football and parades, and reflect on what we are thankful for.
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Topics: customer service, Field Service, Perspective, Technician, thanksgiving
One of my favorite presentations at ClickSoftware’s recent ClickConnect conference was from J. Randall Hunt at Amazon Web Services. While he spoke about Amazon’s cloud infrastructure and how it is empowering organizations such as NASA and SpaceX, he also spoke about innovation for the enterprise. In his presentation, he also introduced two extremely pertinent and powerful quotes, both of which are worthy of their status as inspirational posters/memes etc.
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Topics: augmented reality, Field Service, customer engagement, Perspective, clicksoftware, fieldbit, fleetmatics, greenroad
Last week was an interesting one and I think we all deserved this past weekend. In the mayhem of the week, I was able to attend Hubspot’s Inbound Conference in Boston November 8 – 11. The weeklong sales & marketing event was headlined by an impressive group of people, spanning the gamut from one of the greatest tennis players of all-time to an Oscar-nominated actress to the directors of “Making a Murderer”.
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Topics: Perspective, Inbound, Marketing, Sales, service
Aly Pinder and I are starting a new series of blogs where we look to recap some of the key service stories of the week. It'll be like a curated list of service stories for the week. On some occasions we might focus on just one story, presentation, or TED Talk.
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Topics: Perspective, employee empowerment, engagement, safety, scott geller
“Memorable customer service comes from emotionally engaged employees”. This a quote from one of our keynote speakers at this year’s Smarter Services Symposium. But what happens when those employees are not your own W-2 workers? What if you are partnering with a third party and outsourcing field work?
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Topics: Field Service, Perspective, service excellence, service outsourcing, third-party technicians
“…the only thing we have to fear, is fear itself.” – Franklin D Roosevelt (1933 Inaugural Speech)
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Topics: customer service, Internet of Things, Field Service, Perspective, IoT, machines, service excellence
If you ask a field service business leader to list the most important metrics for his/her business, the list would include the likes of:
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Topics: Field Service, Perspective, first-time fix, key performance indicators, KPIs, mean time to repair, meant time to resolution, metrics
“Change or Perish!”
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Topics: Field Service, Perspective, employee engagement, service excellence
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.
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Topics: Service transformation, Service Management, News, customer success, Perspective, service culture, safety