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July 2019

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I had the good fortune of interviewing Joe Pine, co-author of The Experience Economy: Work Is Theatre & Every Business a Stage and Co-founder of Strategic Horizons, this past week for an upcoming episode of the Future of Field Service podcast. It was such a good conversation that not only could I not wait for you to hear some of Joe’s wise words, but it was worthy of a written post as well to really…

Regardless of its exact origins, the fact remains that many organisations of varying shapes, sizes and industry sectors still rely on balanced scorecards to drive their operational performance. Let’s consider some of the main takeouts and benefits of the approach: Measure what you want to manage Kaplan and Norton’s 1992 article opens with the phase “what you measure is what you get” highlighting the need for a balanced presentation of both financial and operational measures.…

 Stacy Sherman, Director of Customer Experience and Employee Engagement at Schindler Elevator, joins Sarah in a discussion around whether NPS is an overrated metric for measuring success with customer experience efforts. Click here to read more from Stacy on the Future of Field Service. Click here to learn more about Stacy’s work on Doing CX Right.    

Are you a control freak? I can relate. Feel like no one can do it like you can? Guilty. Want to do it all? Me too. It can be hard to step back and be logical about the areas in which relinquishing control can help us achieve greater success – but with the pressures today’s field service organizations are facing, it is absolutely imperative to do so. I feel that for the vast majority of…

A beautiful fall late morning in Southern California has my family contemplating an afternoon at the beach, just 20 miles away as the crow flies. As I ponder the idea, I remember that the Santa Ana winds blow strong in the fall (from the inland areas to the Pacific), it could be warmer, windier and even a bit smoggy. Quickly I move to the calendar, seeing as it is a Sunday on a holiday weekend…

For businesses competing in the service space, it’s easy to get caught up in managing your workforce, routing, and order management, but just as important is how serviceable assets and parts move both to and from a customer’s site. Organizations have struggled with mapping and managing Reverse Logistics in the past, but new technologies and a thoughtful understanding of your business makes these processes increasingly manageable, leading to a state of relative maturity among reverse…

By focusing your service and support performance on the specific needs and requirements of your customers, you are much more likely to end up with a satisfied customer base. However, in order to build a loyal customer base for yourself and your company, you will need to go well beyond merely keeping them satisfied. During the 1990s, a new philosophy of customer service was adopted by some of the more progressive services organizations – the…