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Servitizaiton & Outcomes-Based Service

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150 years ago, New Bedford, Massachusetts was the richest town per capita in the world. New Bedford was a port city, a particularly well-positioned one for the burgeoning whaling industry. Whale oil was a hot commodity as a fuel for lamps, among other commercial uses, and that helped drive the economic prosperity of this small city in southern Massachusetts. I’d like to say that an ethical enlightenment towards the treatment of whales led to the…

 Brad Resler, President and COO at Brady Services Inc., talks with Sarah about three pillars Brad feels are critical to service transformation success.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today, we’re going to be talking about three pillars of redefining service delivery. We talk a lot on this podcast about the different journeys that companies are on when it comes to transforming their businesses…

 Jamie Beck, VP of Field Operations at Peloton, joins Sarah to discuss the company’s perception of service as a strategic differentiator and how field operations is being used to deliver a first-class customer experience.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. Today we’re going to be talking about Peloton’s investment in field service as a strategic differentiator. I’m excited to welcome to the podcast today…

Companies have realized the strategic and monetary value of service as a (or the) key differentiator and most are at some stage of the journey to equip their businesses to seize the service opportunity. You read (I write) a lot of articles on Servitization and the journey to outcomes-based service, and the reason you hear so much about these topics is twofold: first, the opportunity they present is immense and, second, the undertaking of these…

Next week we’ll release a podcast episode with Jamie Beck, VP of Field Operations at Peloton discussing how the world’s largest interactive fitness platform has decided to invest in field operations as a strategic differentiator. The conversation is an excellent illustration of a trend I’ve witnessed – the recognition by companies of how the face-to-face interaction that field workers provide can be an opportunity not just to “get the job done” but to deliver an…

There’s plenty to “get” about Servitization! So, why have so many field service managers not yet taken steps to adopt Servitization within their own organizations? Break/fix was decades ago; and so was Network Services Management (NSM). Self-support and customer portals? Yesterday’s news, as well. However, Servitization is here – and here to stay – at least for a long while. But, what is there left to “get”? I suppose it makes sense that you will…

 Tyler Verri, Customer Service Manager – Training and Installation Strategy at Sub-Zero Group, Inc., talks with Sarah about the crucial role training plays in ensuring a positive customer experience – particularly as Sub-Zero relies on third-party providers for service.     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. On today’s podcast, we’re going to be discussing the criticality of effective training on the customer experience. I’m excited…

 Tim Baines, Professor of Operations Strategy & Executive Director of the Advanced Services Group at Aston Business School, joins Sarah for an engaging deep dive into the forces driving businesses on the journey to Servitization and outcomes-based service and the framework his group has created to help guide organizations through that journey. LINK to World Servitization Convention information (September 14-16, 2020): https://www.advancedservicesgroup.co.uk/wsc2020     Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m…

 IFS CEO Darren Roos talks with Sarah about key themes from the 2020 Gartner Magic Quadrant for Field Service Management, what he believes is most critical for technology providers to offer service organizations, and how he as a leader has managed change at IFS.     Sarah: Hi, Darren. Thank you so much for allowing me to talk with you today about some exciting news we had this week. IFS has been named a leader…

We share a lot of stories of companies on the path to servitization or outcomes-based service – companies looking to leverage service more strategically by moving beyond their traditional product or break/fix models. I’ve recognized within the leaders I speak to a now common understanding that advancing service within their businesses is the way forward, but I do wonder how they’ve gained that recognition. Is it an active, true understanding of what’s driving this evolution?…