by Joe Kenny | Feb 23, 2021 | Customer Experience, Field Service Spotlight, Service Transformation, Strategy & Leadership
According to Gartner, “Customer effort is the strongest driver of customer loyalty — or disloyalty. Boosting customer loyalty is good, but the larger opportunity is to keep customers from becoming disloyal. Customers are four times more likely to leave a service...
by | May 27, 2015 | Customer Experience
In an increasingly technology-driven service industry, the value of investing in the latest digital tools is straightforward. But service techs need more than “tech” to keep customers happy — and your business thriving. Without a team that understands the...
by Derek Korte | Sep 29, 2014 | Strategy & Leadership
Service leaders are apt to obsess over customer satisfaction and loyalty levels. The goal is always to create happier, more loyal customers — but leaders’ efforts are often derailed. Why? Bill Pollock, president and principal consulting analyst at Strategies For...
by Courtney Buchanan | Jun 2, 2014 | Strategy & Leadership
Field service customers often call on field techs to install a new system or fix a broken part, but often they don’t know all the moving parts and necessary skills that go into a service call. That’s why it’s important to train customers. Why? When...
by Courtney Buchanan | Jul 22, 2013 | Strategy & Leadership
Field service executives understand in theory that top-notch customer service is critical to their companies’ success. But in practice, they are often too product-centric, focusing on the finances of the business at the expense of customer service, argues Shep...
by Ian Stewart | Dec 12, 2012 | Strategy & Leadership
Customer satisfaction and loyalty are the two big buzz terms in service organizations today. Question is, how do you achieve — and measure — them? First step: Instead of targeting good practices, focus on getting rid of the bad ones, says Dr. Bill Bleuel, a Pepperdine...