Category

Customer Experience

Category

 Reeve Bunn, President of DSL, talks with Sarah about how COVID-19 has accelerated the company’s pace of change, how he promotes an innovative culture within the 104-year old company, and how he stays focused both personally and as a leader on what’s most important.     Sarah Nicastro: Welcome to the Future of Field Service Podcast. I’m your host, Sarah Nicastro. Today, we are going to be talking about how COVID-19 has accelerated the pace…

Over the past few weeks I’ve been able to connect with several service leaders to discuss the different ways they are tackling the impact of this global pandemic. I’ve appreciated each of these conversations, not just for the insight they’ve provided on how businesses across industries are responding to such uncharted waters – but also because they show a willingness and desire to stay connected as a community and to share with one another lessons…

Over the last couple of weeks, I’ve had several conversations to understand how our audience is navigating the current crisis. I’ve talked with service leaders, consultants, technology providers, and even a physician about how they are being impacted both as individuals and as businesses. While the circumstances we’re all facing are unspeakable, there are a few themes I plan to explore in the coming weeks that surface in nearly every conversation I’ve had and serve…

Munters is a global leader in energy-efficient and sustainable air treatment solutions for demanding industrial applications and agriculture sectors. Munters was founded in 1955 and has been listed on Nasdaq Stockholm since 2017. The company has net sales of about SEK 7.1 Billion, 3,100 employees, and manufacturing and sales operations in 30 countries. As the Director of Global Customer Service for Munters, Roel Rentmeesters is part of the Global Services Management team, and is responsible…

This week we had a home security upgrade installed by Vivint. I always find it interesting to be on the receiving end of a field service experience because I’m more intimately aware than many of what’s being demanded of these companies, what the areas of focus are in terms of innovation, and what technologies are available to them to streamline and improve the customer experience. I liken it to my level of awareness when I…

Back during the financial crisis, I happened to meet a man who was volunteering at a food bank in Providence, Rhode Island. He had recently been laid off from his manufacturing job and was moving boxes and stocking shelves because he needed something to do. I think about that man a lot. I think about what it took for him to get out of bed, get dressed every day, and drive to a place to…

 Sarah talks with Rich Malachy, CEO of Malachy Parts and Service, about the importance of humanizing your brand and what that looks like based on Rich’s experience.    

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…