Manufacturers have experienced an evolutionary shift in how they manage service interactions after the original product sale. Having considered the warranty initially as a necessary cost, they had to keep customers happy, resolve product failures, and obtain critical data required to improve product quality. Manufacturers no longer view the provision warranty and aftermarket service as a cost of doing business. It's now seen as an opportunity to add value, obtain critical insights to drive product innovation, and generate incremental revenue and profits.
Connected Customer Experience
Manufacturers are saddled with multiple legacy systems that seem like they’ve been with the company from its concept. Some may have…
During the second half of 2020, your company's field services operations will build its road forward. Initiatives previously tabled for further discussion later are now immediate concerns. Automating knowledge management, service delivery and parts availability for web-based availability, is now top-of-mind. Considering customer access and contact is becoming increasingly difficult, pandemic-fueled necessity is driving attention to cloud-based information access and workflow.
This blog post was written by Robbie Kellman Baxter, founder of Peninsula Strategies, LLC, and a bestselling author. She is an expert on membership and subscription-based business models. Her clients have included start-ups and mid-sized venture-backed companies as well as industry leaders such as Netflix, Oracle, Electronic Arts, and eBay. Robbie will be the guest presenter at a webinar hosted by Mize on April 23, 2020 titled Building a Forever Transaction with Every Customer
This blog post was written by Sam Klaidman, Founder and Principal Adviser at Middlesex Consulting. He helps clients grow Service Revenue and Customer Satisfaction by defining service contracts and other services that meet customer’s needs and create value for them and their customers.
When we talk about customer satisfaction, we eventually arrive at talking about how experiences compare to expectations. The more the two are aligned, the more satisfied and trusting your customers feel.
On the other hand, we like to work with companies who “empower” their employees to take care of the customer. Sometimes this works and sometimes it turns out really badly for either the customer or the business.
I recently attended the Service World Expo Trade Show in Las Vegas, NV. During the event, I spoke to several service providers about issues they are having with spare parts management. For many companies, this function is one of the most challenging parts (no pun intended) of their business. The typical problems they experience include: