Meet Joe. Joe is one of the most attentive and focused service technicians I have encountered in my life. What’s cool about Joe? He isn’t motivated by compensation. His focus is just a part of his DNA. Would compensation make him more motivated to be customer-centric? More on this in a few moments.
Topics: Perspective, service culture, Compensation, customer centricity, employee engagement, Frances X. Frei, Motivation, people, Uncommon Service
I had to summon the force on this one. It had to be done.
Topics: mobile, Field Service, Perspective, mobile maturity, mobile applications, star wars, the force
I love the concept of customer success. I've argued in recent blogs that it is going to be a necessary concept for organizations to embrace in the coming era of service and support. A recent interview conducted with Egnyte shows the incredible value of a well run success program.
Topics: Service Management, customer success, customer satisfaction, Perspective, retention
At a recent HubSpot conference in Boston, I sat in on a session on Calm Technology led by Amber Case (@caseorganic, or web). Fascinating stuff really and the best talk at the conference in my opinion.
Topics: mobile, mobile field service, Field Service, Perspective, calm technology
In late October, I was extremely pleased to visit and serve as the chairman for Aftermarket 2015 in Noordwijk, the Netherlands. This is an annual conference for service leaders put together by the Copperberg group and my comrade Thomas Igou. The audience is primarily made up of senior-level service leaders of European organizations or the European units of global organizations.
Topics: Service Strategy, customer service, Field Service, Perspective, IoT, aftermarket, Europe
Every day there seems to be a new article describing advances made in 3D printing. I just read one on how 3D printers were being used for whiskey glasses on the International Space Station. There is no doubt in my mind that 3D printing will disrupt and revolutionize supply chains. Some of that disruption is already occurring and early adopters are making some progress. Yet, most organizations are in a wait and see mode.
Topics: Field Service, Service Innovation, Perspective, Uncategorized, 3D printing, service supply chain management, 3D printers, service parts
Every day there seems to be a new article describing advances made in 3D printing. I just read one on how 3D printers were being used for whiskey glasses on the International Space Station. There is no doubt in my mind that 3D printing will disrupt and revolutionize supply chains. Some of that disruption is already occurring and early adopters are making some progress. Yet, most organizations are in a wait and see mode.
Topics: Field Service, Service Innovation, Perspective, 3D printing, service supply chain management, 3D printers, service parts
In this blog, I explore the prevalance of Technology in Service and Customer Support businesses.
Topics: Sean Jordan, Scheduling & Routing, iPad, Internet of Things, Service transformation, Pitfall Avoidance, Service Parts Management, Mobility, BioTek Instruments, ERP, Technology Evaluation, iPhone, CRM, Technology Investment Trends, Field Service, Contract & Warranty Management, voice of the customer, Mobile Hardware, Logistics, Perspective, knowledge management, Repair Depot, GPS, big data, IoT
Its been a few weeks since we published our blog on Video and Assisted Field Service which has been popular garnering a great level of response from our community. The article has also been picked up by the likes of publications like Field Service Digital.
Topics: LogMeIn, SightCall, ScopeAR, augmented reality, APX Labs, assisted reality, Field Service, Perspective, caugnate, RescueLens
I really wanted to use Uber in this blog’s title. Field service becoming uberized or the uber-ification of field service. Seems like there is a lot of commentary on how the Uber or Airbnb business models are going to transform industries and service delivery mechanisms.
Topics: Customer Experience, uber, service sales, tyco simplexgrinnell, revenue, Field Service, Perspective, airbnb