No field service leader can go it alone — and with so much expert advice online, there’s no reason to. Below are the top experts service leaders should follow to get smart about the technologies, management best practices and workplace strategies that can have the biggest impact on their service organization.
Sumair Dutta (The Service Council)
— Sumair Dutta (@suma1r) July 27, 2015
- Title: Chief customer officer, The Service Council
- Why follow: A top industry analyst with stints at Aberdeen Group and The Service Council, Dutta is plugged into the topics field service executives are thinking about — or should be thinking about. Follow Sumair on Twitter for great industry intel and insights from the industry conference circuit, and don’t miss his blog for the latest research and survey data.
- Twitter: @suma1r
- Blog: The Service Council
Ali Bigdeli (Aston Business School)
- Title: Senior research fellow, servitization, Aston Business School
- Why follow: Bigdeli offers a U.K. perspective on how companies such as Rolls-Royce and MAN Trucks are selling customers outcomes — not just products — through servitization. It’s an opaque term that has big implications on the manufacturing and service industries.
- Twitter: @AZBigdeli
Vince Campisi (GE Software)
— Vince Campisi (@Vince_Campisi) August 2, 2015
- Title: CIO, GE Software
- Why follow: An inside look at GE’s vision for how connected technologies, software and Big Data will revolutionize the company’s various divisions (aviation and oil and gas, among others) — and the service GE provides to its customers.
- Twitter: @Vince_Campisi
Aly Pinder, Jr. (Aberdeen Group)
- Title: Senior research analyst, Aberdeen Group
- Why follow: Pinder is a pro service management analyst, who consistently shares expert research and analysis about the biggest technology and leadership topics affecting field service organizations.
- Twitter: @Pinderjr
Frances Frei (Harvard Business School)
- Title: Technology and operations management professor at Harvard Business School; author, “Uncommon Service“
- Why follow: Curious how leaders at the world’s most successful companies deliver great service, while navigating dicey management challenges? Don’t miss Frei’s collection on Harvard Business Review.
- Blog: HBR
Bill Pollock (Strategies for Growth)
- Title: President, Strategies for Growth
- Why follow: A seasoned field service analyst (and a regular Field Service Digital contributor), Pollock breaks down how service leaders can improve key metrics, such as profitability and customer satisfaction.
- Twitter: @SFGOnService
- Blog: Pollock on Service
John Custy (JPC Group)
To Cultivate In-House Innovation, Foster the Entreployee https://t.co/9TDdHhmuDh
— John Custy (@ITSMNinja) July 31, 2015
- Why follow: Custy is a services management consultant and educator with a finger on the industry’s pulse. Follow him on Twitter to learn how companies do right (and wrong) by their customers, and tips to provide top-notch service.
- Twitter: @ITSMNinja
John Ragsdale (TSIA)
- Title: Vice president, technology and social research, TSIA
- Why follow: Want the scoop on how the latest technologies could benefit your field service organization? Don’t miss John’s updates or research recaps.
- Twitter: @john_ragsdale
- Blog: Ragsdale’s Eye on Service
Shep Hyken (Customer Service Author)
Customer service isn’t just what happens after the sale, it’s also what happens leading up to the sale. — Shep Hyken (@Hyken) August 3, 2015
- Why follow: Hyken is a customer service expert and bestselling author who maintains an active Twitter feed and blog about all things service. Follow for tips to improve your customer loyalty — or to read Hyken’s take on customer service fails.
- Twitter: @Hyken
- Blog: Customer Service Blog
Suzanne Lucas (HR & Recruiting Expert)
— Suzanne Lucas (@RealEvilHRLady) August 3, 2015
- Why follow: Suzanne, AKA “Evil HR Lady,” is a regular contributor to Inc. and other publications. Don’t miss her active Twitter feed for advice on how to hire, appease, retain — and fire — employees. It’s HR advice that C-suite leaders would be wise to consider.
- Twitter: @EvilHRLady