Connected Customer Experience

Overview

Mize kicked off the new year by hosting another presentation for our online webinar series. The January 17, 2019 presentation entitled “Benchmark & Optimize Warranty Management” focused on current and future forecasts in warranty management as well as best practices to optimize warranty management.

We had 3 key speakers, including Bill Pollock, President and Principal Consulting Analyst of Strategies for Growth, Eric Arnum, Editor of Warranty Week, and Ashok Kartham, founder and CEO of Mize, Inc.

This blog will bring readers up to speed on what they missed from the webinar and provide direct access to the presentation (and its resources) for download.

Moving Toward More Expansive and Robust Global WCM Growth in the Next 12 Months

Results of annual survey suggest the global warranty services market appears to be moving toward a more expansive period of growth in 2019.

After conducting its fifth annual Warranty Chain Management (WCM) Benchmark Survey in the second half of 2018, Strategies For Growth president & principal consulting analyst, Bill Pollock, has put together a results package consisting of an Analysts Take paper, a Webinar and a 2019 WCM Conference workshop and presentation on "The State of Warranty Chain Management (WCM) for 2019 – and Beyond!"

Eric Arnum is the editor of Warranty Week, an online newsletter for warranty management professionals. Since 2003, Eric Arnum has been publishing reports on product warranties, extended warranties, and claims rates in various industries. Warranty Week has gained a broad following among manufacturers, retailers, servicers, and insurance professionals.

In my last blog, I discussed the importance and impact of high First-Time Fix rates for the field service industry. (If you have not already read it, catch up here.)  Knowing that a high First-Time Fix rate leads to greater customer satisfaction, higher renewal rates, and lower costs for your company encourages management teams to want to improve this Key Performance Indicator (KPI). And making those changes does not have to be difficult or costly. On the contrary, making this KPI a priority will increase profitability and can make your organization flow more smoothly.

Benchmarking warranty performance can be a very valuable exercise to gain an independent perspective on how well you are doing compared to other companies. Bill Pollock, President & Principal Consulting Analyst, Strategies for Growth (SFG), has been doing a Warranty benchmark survey for few years and currently conducting a Benchmark Update Survey for 2019. Mize Warranty Insights caught up with Bill to learn more about the Benchmarking survey and process.