by Shep Hyken | Feb. 18, 2019 | Field Service, Strategy & Leadership
Editor’s note: A version of this article appeared on Shep Hyken’s blog and is adapted here with permission. “Please stay on the line to answer a short, one-question survey at the end of this call.” That’s what I heard just before the agent picked up the phone to... Read more
by Jane Irene Kelly | Feb. 12, 2019 | Mobile & Tech, Strategy & Leadership
In September 2018, Brett Levanto, vice president of communications for the Aeronautical Repair Station Association (ARSA), an international trade association for the aviation maintenance industry, testified before Congress. He warned of a “gathering storm” of... Read more
by Bill Pollock | Feb. 8, 2019 | Sales & Marketing, Strategy & Leadership
When a services organization experiences a decline in customer revenues, there are many ways in which it can assess the damage, identify the causes and begin to correct the problem. Some organizations may attempt to do so entirely by using their in-house resources,... Read more
by Donald B. Stephens | Feb. 6, 2019 | Mobile & Tech, Strategy & Leadership
The company holiday party, an event that often elicits feelings of embarrassment or dread—and at least a tepid appreciation for a free meal. The same can be said for office meetings: free donuts and coffee, served with a side of arguments or complaints. Is it any... Read more
by Suzanne Lucas | Feb. 4, 2019 | Strategy & Leadership
Business is hard and you need to make money. Sometimes things happen outside of your control or a new competitor pops up and what was easy before now becomes complicated. Lots of business owners put pressure on their managers to reach goals, right? Ask — no, demand —... Read more
by Derek Korte | Feb. 1, 2019 | Field Service, Mobile & Tech, Sales & Marketing, Strategy & Leadership
It’s impossible to stay on top of every service news story. We get it. Don’t miss a beat with our monthly “In Case You Missed It” series. Keep reading for January’s top stories, covering everything from a global mining operator’s digital transformation journey... Read more
by Sumair Dutta | Jan. 29, 2019 | ServiceMax Blog, Strategy & Leadership
For most people, 2019 goals and objectives have been set. For service leaders, this typically means: Do more with less (increased productivity at a lower cost) Contribute to revenue (service revenue and product up-sell) Focus on the customer experience The employees... Read more
by Derek Korte | Jan. 28, 2019 | Sales & Marketing, Strategy & Leadership
The recipe for effective decision-making hasn’t changed much: Collect relevant information, interpret it correctly and make an informed decision. But one aspect has changed: Service leaders have exponentially more data at their fingertips, which makes it... Read more
by Jay Shears | Jan. 14, 2019 | Field Service, Strategy & Leadership
“It is difficult to say what is impossible, for the dream of yesterday is the hope of today and reality of tomorrow.” — Robert Goddard These days, “changing change” has become the “hope of today” with limitless choices enabled by big data, the internet of... Read more
by Coen Jeukens | Jan. 8, 2019 | Sales & Marketing, Strategy & Leadership
Coen Jeukens, director global customer transformation for ServiceMax, asks if we are measuring productivity with the wrong criteria. Repurposed with permission from Connected Technology Solutions Magazine. For decades the OECD has reported a global productivity... Read more
