by Shep Hyken | Nov. 26, 2018 | Strategy & Leadership
Editor’s note: A version of this article appeared on Shep Hyken’s blog and is adapted here with permission. My latest book, The Convenience Revolution, is all about making the customer experience as frictionless as possible. In the book, there are six... Read more
by Derek Korte | Nov. 20, 2018 | Strategy & Leadership
Editor’s note: Originally published in Field Service, a quarterly print magazine by Field Service Digital and ServiceMax. Check out the full magazine in print or online. Field Service Digital caught up with Eddie Amos, corporate vice president of Predix Platform and... Read more
by Derek Korte | Nov. 7, 2018 | Strategy & Leadership
Editor’s note: This story by Mark Homer, VP of global customer transformation at ServiceMax from GE Digital, was adapted from Connected Technology Solutions Magazine for Field Service, a quarterly print magazine by Field Service Digital and ServiceMax. Check out the... Read more
by Shep Hyken | Oct. 25, 2018 | Strategy & Leadership
Editor’s note: A version of this article appeared on Shep Hyken’s blog and is adapted here with permission. Shep Hyken’s latest book, “The Convenience Revolution,” is available now. The other day I was at my hotel waiting for my client to pick me up... Read more
by Michael Blumberg | Oct. 22, 2018 | Strategy & Leadership
Are you trying to find ways to improve first time fix, increase inventory fill rates and improve profits? Then you don’t want to miss our free webinar on Nov. 5 about overcoming common service parts challenges. I’ll be joined by Mike Ross, director of... Read more
by Derek Korte | Sep. 26, 2018 | Strategy & Leadership
For pilots and their support staff in the aviation industry, open communication and trust is essential. That’s true for any healthy working relationship, but it’s especially critical when the daily grind involves aerobatic stunts that push airplanes to... Read more
by Bill Pollock | Sep. 20, 2018 | Strategy & Leadership
When it comes to customer relationship management (CRM), most service managers have at least a fair understanding of who their customers (i.e., C) are and what kinds of relationships (i.e., R) their business has with them. But even good managers often don’t... Read more
by Suzanne Lucas | Sep. 18, 2018 | Strategy & Leadership
“You can call me anything, just don’t call me late for dinner.” This old dad joke demonstrates a laid-back attitude towards life, one which I applaud. After all, very few people say my name correctly. (It’s Suzanne, not Susan, thank you!) But,... Read more
by Shep Hyken | Sep. 5, 2018 | Strategy & Leadership
Editor’s note: A version of this article appeared on Shep Hyken’s blog and is adapted here with permission. Someone once said that if you want to know if the company is treating their employees well, try the coffee. The coffee? Really? Okay, I get it. One little... Read more
by Shep Hyken | Aug. 3, 2018 | Strategy & Leadership
Editor’s note: A version of this article appeared on Shep Hyken’s blog and is adapted here with permission. Technology is great … until it’s not. You are on a website. A little box pops up and there’s a picture of a customer service rep with a typed message... Read more
