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July 2021

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Is the customer always right? Obviously not. If a customer comes into a store and says that they are deserving of a 60% discount on their order because they had a hard time finding a parking spot, it’s okay to say ‘no’ to them. I’d argue that any utterance, complaint, or assertion of any kind from a customer be met with a proportional amount of scrutiny. Because people don’t necessarily know what they want. Sometimes…

Co-authors of the book Game Changer: How to Be 10x in the Talent Economy, Michael Solomon and Rishon Blumberg, share with Sarah and listeners insights on how to navigate working remote, the demand for innovative and fast responses to customer needs, virtual-only experiences, and high unemployment rates.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today I have two guests with me to talk about some of…

While there are a few companies still struggling to grasp the concept that Voice of the Customer is the key driver of service innovation, evolution, and growth; the vast majority have accepted there’s no other path to success. This is important because it’s absolutely clear to everyone paying attention that gone are the days of “build it and they will come” or any reasonable chance of success in creating solutions or making technology investments based…

Last week, I wrote about service appointments from the cradle, and what we can learn from them. Life being a series of contrasts, I figured I might as well take that full circle and talk about what goes into the last service appointment you’ll ever have: your funeral. Because we have the luxury of living in a society that doesn’t have to think about death constantly (something that’s only been true for about 100 years)…

Join Sarah as she talks with Philip Carter of IDC, Fredrik Tukk of Maersk Drilling, and Marne Martin of IFS about why research shows that only 25% of companies achieve ROI from digital transformation and what can be done to increase likelihood of measurable success.     Sarah Nicastro: Hello everyone. Thank you for joining us for today’s event. We are here today to talk about digital transformation and what it takes to achieve ROI on…

The term ‘digital transformation’ easily rolls off the tongue of every business leader in the world today. But what does a modern definition of digital transformation entail? Certainly, we’re far past the point of actually digitizing paper-based information and processes. Digital transformation in today’s terms is representative of a company’s shift to excelling in the digital era – the mastery of digital tools, the cohesiveness of customer experience, and the introduction of digital products and…

A few months ago, my wife Kate and I welcomed our baby girl into the world. She is the light of our life and I am so madly in love with her, proud of her mom for everything she put her body and mind through to bring her into the world, and overjoyed at a lifetime of possibilities for our little one. While we were very fortunate to have a relatively straightforward pregnancy and birth…

 Ian Pattinson, former VP technical operations at Rogers Communications, talks with Sarah about how the perception and responsibilities of a field technician have changed, the need to prioritize use of your most skill resources, and how compensation can make – or break – performance.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today, we’re going to be talking about an important topic, which is modernizing technician…

We often discuss the ways in which the role of the field technician is evolving and what the job might look like in a year or two or five. But, perhaps in doing so we are overlooking an important question: how are you handling the demands of the present day? Forward-thinking is important, but the reality is that many organizations have yet to modernize technician utilization enough to meet today’s demands. I recently sat down…

“Cloud” has long since emerged from the ether and cemented itself not as the future, but as the present. This has been accelerated (as have all things) by COVID-19, as businesses grapple with a newly-dispersed workforce and the challenges that such a scenario invariably uncover. With the march towards cloud, developing products and maintaining support for “dinosaur” on-prem systems seems like more and more of a liability. In a world where everybody wants to sell…