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Customer Experience

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My day started in the normal manner — start my computer, go get a cup of coffee, come back to the Windows 3.1 boot screen, enter my credentials and make a lap around the office spreading my morning cheer. The final leg of my journey would be to connect to our local file server and begin my work. However, today was special, I have been asked to explore the Internet. Some of our competitors had…

A customer journey map is a visual or graphical interpretation of the overall story from an individual’s perspective of their relationship with an organisation, service, product or brand, over time and across the channels they utilise. The story is told from the customer’s perspective, but also emphasises important intersections between user expectations and business requirements. No two journey maps are alike, and regardless of format they will allow you to consider interactions from your customers’points of…

 Stacy Sherman, Director of Customer Experience and Employee Engagement at Schindler Elevator, joins Sarah in a discussion around whether NPS is an overrated metric for measuring success with customer experience efforts. Click here to read more from Stacy on the Future of Field Service. Click here to learn more about Stacy’s work on Doing CX Right.    

By focusing your service and support performance on the specific needs and requirements of your customers, you are much more likely to end up with a satisfied customer base. However, in order to build a loyal customer base for yourself and your company, you will need to go well beyond merely keeping them satisfied. During the 1990s, a new philosophy of customer service was adopted by some of the more progressive services organizations – the…

I wrote an article on day one of PTC’s LiveWorx19 event last week that discussed what I heard during the keynote: an acknowledgement of the complexity of the digital transformation journey. I find it refreshing when executives within the technology community seem to genuinely appreciate how significant of a shift is really taking place in service and own the fact that the transformation isn’t just about the technology, but about really re-engineering the business from…

This much is certain: Merged Reality has become an increasingly important part of the service delivery process for many companies over the past two years. Remote Assistance has moved from a “cool to have” technology to a “must have” for service organizations that are looking to increase productivity and drive operational efficiencies. Service organizations who have invested in Merged Reality technology are able to see a great impact on measurable service KPIs. Those include reduction…

Customers are increasingly questioning the value of product-related services, and price pressure on product support services is increasing. However, many companies cannot afford to follow the reduced prices tactic as this would translate directly to lower profits. What they really need to do is re-engineer their service models to create low cost but high value services. Such a model drastically improves profit margins by completely redesigning traditional service models to incorporate new enabling technologies, processes…

Founded in 1972, Spencer Technologies has grown to become a global company with more than 500 employees and 200 technicians throughout the United States, Canada, Mexico and Europe. The company provides project management and technology services to support retail stores and multi-site organizations. I had the honor of interviewing Rudy Goedhart, Business Intelligence Director at Spencer Technologies recently at the IFS 2019 InFocus Group customer training and education event. Spencer has been an IFS Field…

Last week was spent in sunny Palm Springs taking notes on the top-of-mind trends and themes among service leaders at Field Service Palm Springs 2019. There was great energy at the event, a very well-done production by WBR. I had the opportunity to connect with old friends and make some new and I was fortunate to participate in and listen in on some interesting sessions. Before this week of post-travel catch up gets away from…