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January 2020

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Back when I was an industry analyst, I ran a study to benchmark the strength of the service workforce. Through my research, I discovered that service companies expect nearly half of their service workforce to quit in any given year. We could easily spend hours speculating as to why that is, and there are certainly some identifiable trends, like an overall aging workforce, that help explain these numbers, but the underlying truth is clear: Service…

Service organizations across the globe are painstakingly aware that the historical break/fix service model is no longer satisfying customers. Rather, customers are demanding outcomes – uptime, peace of mind, and results. The adaptation necessary to meet these ever-increasing demands is no small feat, which is why we see plenty of companies struggling to evolve. There are those, though, which have tackled this transformation with steely resolve and are leading the charge in delivering what today’s…

Recently I was hit by a peculiar targeted advertisement: A major automaker’s car subscription service. My interest being piqued, I clicked on the ad. From where I was standing car subscription services have always existed, and were called leased vehicles, and after some puttering around their very snazzy new website, I inferred that at its heart, this “subscription” was a millennial-oriented rebranding of that concept. As I dug deeper, though, it became increasingly clear that…

According to ABI Research, the total augmented reality market is estimated to reach over $100 billion by 2024, at an average CAGR of 75 percent. The research firm says, “The mainstay early adoption verticals like Manufacturing, Logistics, and Energy are still showing impressive growth, while newer verticals like healthcare, media & entertainment, and retail/commerce/marketing are the fastest growing.” Personally, AR is one of the technologies I find most exciting and compelling for service organizations because…

As someone who cooks a lot at home, I have been trying to improve my culinary chops for quite a while now. Between binging on cooking YouTube channels (Highly recommended: Bon Appetit) and simply getting creative with ingredients, I think that I’ve built up a strong home cook aptitude, and have proudly expanded my repertoire (and my palate) with new spices and ingredients. One thing that practice has taught me is the tenuous balance of…

Field service is evolving enormously in recent years and technology and customer expectations will continue to advance just as quickly. Twenty years ago, field service may have been centered on break-fix repair, but the velocity now is towards long-term, contractual arrangements that are more satisfying for the customer and more lucrative for the service provider. Transformational technologies can enable whole new revenue models that make field service organizations stickier and more intimate with their customer…

In the mid-1990’s, organizations began building software designed to track different metrics for their employees. About an hour after any one of those systems were implemented, at least one employee would have figured out a way to game the system. I was not one of those employees. I was, by contrast, a vehement rule-follower who was aghast that a fellow employee (We’ll call him Jeremy) would return and re-sell warranties at the end of a…