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Customer Experience

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When looking at how companies measure employee performance, it’s clear that there is wide variation across the industry in terms of incorporating customer satisfaction into the mix. In past years, we have observed that companies were generally doing a poor job in linking employee performance to customer satisfaction. While improvements in this area have been seen recently, many companies are still struggling to enhance their process for linking performance to satisfaction. In a recent study…

Are you gearing up for a trip to Field Service Palm Springs next month? I am working on some cool things that Future of Field Service will be doing at the event, and it had me thinking about what I’m most excited to discuss while there. The thing I love about this event is that it enables me, and all of the other attendees, to connect with so many people at once – there’s really…

For field service organizations looking to dominate in their industry, conquer customer satisfaction, and embrace the latest technologies, the process of an acquisition can be both an exciting and daunting one. On one hand, you are investing in the potential for growth and eliminating from your competitive set. On the other hand, as field service navigates a new service landscape, adding a team that has differing ideas, varying ways of work, and completely disparate technologies…

How do you define self-service for your service organization? Is it merely the act of a customer resolving an issue themselves? Is it a phone conversation with a support representative walking them through the process? If you’re leaving your customer there, then you’re leaving your customer behind, and there will certainly be competitors who are ready to take them away from you. Self-service is going to be a key component of maximizing efficiency for the…

Amazon has put its hands into a great many cookie jars over the last two and a half decades — from bookseller, to big box store, to technology company, to seller of behavior data. Amazon has long since expanded its brand cachet, its recent acquisitions showing a desire to disseminate itself from the moniker of “Seattle-based monolith” into our local neighborhoods through grocery stores and, improbably, brick-and-mortar bookstores. To further cement that local presence, in…

It’s easy to see autonomous vehicles as some far-flung future tech, but the reality is, autonomous cars are on the road today, and each year, between new entrants, acquisitions among traditional auto makers, and fierce public interest, we are closer to a driverless world than you’d think. We already know where the first business entrants will come from: Logistics, delivery, and transportation services. An eclectic group of brands, from Google to Dominos have already dipped…

In 2019, as Customer Experience (CX) becomes the key success factor for many Field Service Organizations (FSOs), tackling the talent challenge and deriving utmost value from technology investments becomes critical. PREDICTION #1: FSOs WILL GET CREATIVE TO FILL THE TALENT GAP Talent: How can we find it, hire it, and then keep it onboard? This was of paramount concern to the majority of the field service leaders I talked with in 2018. And they’re not…

After a while, even the most innovative product/service lines may begin to lose some of their luster and appeal, ultimately being perceived by the marketplace more as a commodity-like offering, rather than as a unique or differentiated product or service. Classic examples range anywhere from cameras, to computers, to consulting services. What was initially offered to the market as an innovative product or service, without any direct competition,can soon become just another product or service…

Enterprise software solutions are widespread, but not until recently have integrated, multi-function, end-to-end systems been available for global deployments in the Reverse Logistics industry. Many companies involved in Reverse Logistics management including the return of spare parts and/or distressed products have had to deal with a myriad of fragmented, disjointed, and disparate systems to collect, store, and manage key data related to Reverse Lifecycle processes and functions. In short, many firms miss opportunities or incur…

It might surprise you that one of the most interesting statistics my research at Aberdeen uncovered last year wasn’t about the number of AR headsets in use, or how IoT is having a broader impact on predictive service. It was simply the list of top industries researching field service management. The top surging industry — manufacturing — was no surprise, as new service technologies often find their home in manufacturing first. Number two on the…