by Sam Klaidman | Sep 2, 2021 | Growth
Here is an interesting conversation from Lewis Carroll’s Alice’s Adventure in Wonderland: ‘Would you tell me, please, which way I ought to go from here?’ [asked Alice.] ‘That depends a good deal on where you want to get to,’ said the [Chesire] Cat. ‘I don’t much care...
by Sam Klaidman | Aug 12, 2021 | Customer Loyalty
Ron Giuntini is the author of this post and is justifiably proud of his efforts relating to engaging leadership in the aftermarket. Aftermarket contact with end-users will often be 10-20 times more frequent than selling products. It would benefit OEM leadership to be...
by Sam Klaidman | Aug 5, 2021 | Growth
The Great Resignation, combined with the Silver Tsunami, will challenge all of us who are responsible for building and maintaining our organizations! Earlier this year, I shared my thoughts on an urgent situation facing industrial business leaders: the silver tsunami....
by Sam Klaidman | Jul 15, 2021 | Growth
Introduction to Managing Field Engineer Turnover ToolingU-SME states, “Relentless turnover in the manufacturing industry is threatening companies focused on driving productivity and profitability. Finding talent is one of the biggest challenges in the industry, so...
by Sam Klaidman | Jul 13, 2021 | Growth
Many English words that are used in a business context have numerous meanings. My two favorites are brand and manufacturing. Once we get past these definitions we will address the key question,: Can the OEM outsource customer service or must they provide it themself?...
by Sam Klaidman | Jun 23, 2021 | Customer Loyalty
Kris Oldfield and other FSN authors have told us that the new normal will be a touchless service for many businesses. The customer will interface with the equipment, and the OEM’s technical support team will use AR/MR/VR to help the customer troubleshoot and repair...
by Sam Klaidman | Jun 15, 2021 | Customer Value Creation
Continuous improvement processes can follow two paths: internal productivity improvement or external customer value creation. Since both approaches will yield significant benefits, it is not advisable to choose between them, yet many companies inadvertently make the...
by Sam Klaidman | Jun 2, 2021 | Growth
INTRODUCTION This post has been updated after I spoke about why new services fail with Brian Halverson, an expert on gear trains and capital equipment remanufacturing. Brian has had a number of experiences with trying to introduce new services and was plagued with a...
by Sam Klaidman | May 24, 2021 | Customer Loyalty
In a recent whitepaper Beyond Remote Service: Is now the time to redefine service delivery? Author Kris Oldland, Editor-in-Chief of Field Service News, presents several compelling arguments that support the notion that Augmented Reality will change Field Service...
by Sam Klaidman | May 19, 2021 | Growth
Note: This post originally appeared on September 24, 2019, and was updated with new information on May 19, 2021. Most business executives, including service executives, spend most of their time dealing with tactical issues. Here are a few examples for CEOs and...
