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Connected Customer Experience

Michael R Blumberg

Recent Posts

Enlisting your Service Technician in Proactive Business Growth

Author Michael R Blumberg on Sep-9-2019

This article is guest post from Jim Baston. He is President of BBA Consulting Group Inc. and Author of the book: Beyond GREAT SERVICE-The Technician's Role in Proactive Business Growth

There is a lot of time and resources spent today on trying to engage field service technicians in generating new business from existing customers, and for good reasons.  Field service technicians are in a unique position in that they have insight to the needs of their customers which is unmatched by anyone else in the organization.  They know the technology, understand their company’s capabilities and know the equipment the customer is using and what they are trying to achieve with it.  They also generally have the trust of the customer.  Who is better at identifying products and/or services that the customer can use to make improvements to their facilities and operations?

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Connect Technicians to the Right Knowledge, Help, and Part at the Point of Service

Author Michael R Blumberg on Sep-3-2019

This blog post is based on an interactive workshop and presentation by Mize and Electrolux at Field Service Amelia Island 2019 on August 19th to August 21st, 2019 at the Ritz-Carlton in Amelia Island, Florida.  The workshop was presented by Michael Blumberg, CMO and Andrew Thomas, FSM Product Manager from Mize, and Danny Dailey, Senior Technical Manager of Electrolux.

Download Workshop Presentation from Field Service Amelia Island 2019

Download Workshop Presentation

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Does your Technician have the right parts to complete the service job?

Author Michael R Blumberg on Aug-8-2019

It is not uncommon for companies in the Consumer Durables Industry to lose control of the customers’ experiences during the product ownership cycle after the sale. This is because a customer may interact with many different groups or channels after the sale including Contact Centers, Dealers or Service Centers, Third Party Administrators, Parts Departments, or Field Service partners as part of the relationship with a company.   At issue, these groups may act as a series of unconnected departments or individuals.  However, customers expect these groups to act as one unified entity. 

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Service Knowledge: The Ultimate Key to Enabling a Higher First Time Fix

Author Michael R Blumberg on Aug-8-2019

This article first appeared in the Jul 25, 2019 edition of Field Service News

First time fix rates have always been and likely always will be the number one KPI that Field Service Companies focus on, but it is an elusive number to hit, Michael Blumberg gives his expert advice...

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Deliver Better CX Through Best In Class Field Service Management Apps

Author Michael R Blumberg on Jul-26-2019

This article first appeared in the May 27, 2019 edition of Field Service News

It seems that customer experience is the number one metric that Field Service Organisations are seeking to improve in today’s business environment, but it is an uphill task if your field service technicians don’t have access to the key details of each and every job to hand as they arrive on your customer’s site. The answer writes Michael Blumberg is investment...

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Prescription for Automotive Industry: Improve Quality & Optimize Supplier Warranty Management with State of The Art Solution

Author Michael R Blumberg on Jun-10-2019

Are you frustrated with your access to warranty information? 

Is EXCEL your “go to” tool for warranty analysis?

Do you have a “warranty management process” or are you just chasing OEM provided numbers? 

If you don’t like the way you had to answer any of these questions, you’ll want to join us for this informational webinar! 

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