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March 2021

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Sarah talks with Jennifer Deutsch, CMO of Park Place Technologies, about the musts and must nots of marketing service.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. I’m super excited for today’s podcast, because we’re going to be tackling a topic that I think a lot of listeners can benefit from digging into, which is understanding a CMO’s view on how to master service marketing. As companies…

I believe the vast majority of our audience – that’s you! – understand that services are a strong path to differentiation and growth for their businesses. I’d even go so far as to say that many have refined or created services that create value for their customers – examples like moving from reactive to predictive models or introducing net new services that help enable customer outcomes. Where I think many still struggle, however, is in…

Anyone who’s read more than a passing article from me knows that I am a gaming enthusiast. Whether it’s Baseball, computer Solitaire, Dungeons and Dragons, Jeopardy, or Super Mario, give me something with a score, and objective, and a repeatable loop of actions and behaviors, and I’m in the zone. Even if I am terrible at it, I’m having a really nice time. I know that I am not alone in my pro-games predelictions (partially…

Karl Lowe, Head of Panasonic European Service at Panasonic Heating & Cooling Solutions Europe, joins to talk with Sarah about the company’s strategic objectives around service, incorporation of remote assistance, and customer focus.     Sarah Nicastro: Welcome to the Future of Field Service podcast, I’m your host, Sarah Nicastro. Today we’re going to be talking about how Panasonic has set its sights on service. I’m excited to welcome today to the podcast Karl Lowe, Head…

We talk a lot about the move to delivering outcomes and experiences rather than products and services. Why? Because that’s what today’s customers demand, and that evolution is what it will take to remain competitive and to differentiate your brand. There’s a near universal understanding among service businesses – and manufacturers servitizing their business – at this point that determining how to transform operations and internal complexity in a way that enables a more seamless,…

Listen, we love servitization here. It’s something that we talk about so much that we have a section of our website dedicated to it. Restructuring businesses away from product-focused growth strategies towards business-focused strategies objectively supports the bottom-line (overhead costs for service are significantly lower than that for other product functions), provides new outlets for customer engagement, and aides in the development of subscription-based products build around perpetual maintenance or outcome guarantees. So why would…

 Sarah welcomes Jordan Babineaux, former NFL player turned entrepreneur and business coach, voice of the Seattle Seahawks, and author of new book PIVOT TO WIN.     Sarah Nicastro: Welcome to the Future of Field Service Podcast. I’m your host, Sarah Nicastro. Today we’re going to be talking about tackling challenges to embrace change and what it takes to pivot to win. I’m excited today to welcome to the podcast Jordan Babineaux, former NFL player…

Smart Care Equipment Solutions is the largest independent provider of commercial kitchen repair in the United States. You can tell by a quick visit to the company’s website the clarity that exists around how service acts as a competitive differentiator and significant growth opportunity. The company’s vision is clearly articulated on its site, stating, “By 2024, we will become America’s Best commercial kitchen service company by: Delighting customers through the entire service experience; Being the…

Back in June of last year, which feels like it happened something like six decades ago, we started to emerge from the bald, overwhelming panic of early-stage pandemic into something that vaguely resembled a functioning strategy. I wrote about it then, wondering where we were. Now, as we clear the one-year mark from the world health organization’s proclamation of COVID-19 as a global pandemic, what have we learned? Where are we? What comes next? Even…

Dot Mynahan, Executive Director, Field Operations for Otis Americas talks with Sarah about her 30-year history in field service, how Otis is working to mentor and advance women leaders, and how she’s chosen to challenge.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. I’m excited today to be speaking with Dot Mynahan of Otis on International Women’s Day week. I’ve interviewed Dot in the past, but not…