Archive

February 2020

Browsing

If you happen to visit Walt Disney World in Florida, and happen to find yourself, having waited in line for 2 hours, sitting in the cool, dark, somewhat stinky boats-on-rails of the It’s a Small World ride, you may notice, as you depart the ride, a farewell addressed specifically to you. As I braced myself for reemergence into the blistering Orlando sun, “Goodbye, Tom” appeared on a screen, next to a small kewpie-looking boy wearing…

  I speak with companies often that have been faced with the reality that they need to evolve, but for a plethora of reasons are stuck standing still. In all fairness, I also talk with companies quite regularly that impress me with their abilities to steer, shift, and adapt in ways that are leading-edge, innovative, and – most importantly – meeting the needs of their customers in ways others simply haven’t thought of or acted…

Companies that have traditionally maintained transactional relationships with their customer have spent the last decade or so espousing the importance of customer centricity. There have been a variety of permutations of this through different sectors, but it’s been particularly interesting to see the way that telecommunications providers have sought to position themselves in the eyes of their customers. On the product side, you can boil it down to three points of change: improving the actual…

  Between continued talent shortage struggles, an evolution of what we’re requiring of field technicians, and continued pressure from customers to do more with less (and faster), more and more companies are turning to contingent workers to alleviate some of the burden of their service requirements. However, while we’ve come a long way in the acceptance of a contingent workforce as an option, there’s still some hesitation around relinquishing control, trusting “outsiders” to deliver your…

  Arguably the most high-profile trend in service management today has been the transition from traditional break-fix models towards outcomes-based contracts. This means that rather than treating service like an insurance plan, or charging for parts and labor only after service has been delivered, organizations are building contracts based on things like uptime, output, and time to resolution. The benefits of this new approach are obvious—you’re creating contractual revenue, providing a value-add to your customer,…

 KONE’s Head of Service Transformation Change Management, Henrietta Haavisto, talks with Sarah about where companies commonly fall down with change management, how change management needs have changes as service has evolved, and provides tips for successful execution of change.    

  I had the pleasure of interviewing Don Rheem, author of Thrive By Design: The Neuroscience that Drives High-Performance Cultures, TEDx Speaker, and CEO of E3 Solutions, this week for the Future of Field Service podcast. He was filled with knowledge, passion, excitement, and thought-provoking points that I can’t wait for you to listen to when the episode is released. In the meantime, I wanted to recap some of Don’s points that really got me…

  I remember the first time that I saw an iPhone. Having never owned any sort of palm or blackberry, it was like I was encountering an advanced alien technology. The power of its two-megapixel camera, its ability to provide wi-fi enabled geotagging (though no GPS), and its incredible ability to show more than one text message on a single screen was almost beyond comprehension. Staring into the inky blackness of that tiny monolithic square,…