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...
by Sam Klaidman | May 12, 2021 | Growth
Do You Have a Challenge Making Important Decisions? Several friends and business associates recently told me, “Sales of my new product or service are not meeting my forecast, and I am nervous.” I quickly discovered they a failure to talk with customers and...
by Sam Klaidman | Apr 20, 2021 | Customer Loyalty
Many businesses feel their brand is under attack because they changed the experiences they deliver because of COVID-19. The pandemic still has the world in its grip, but it becomes looser as vaccinations become more widespread. We see signs of increased hiring and...
by Sam Klaidman | Apr 8, 2021 | Growth
Let’s start with a simple customer-oriented question. Which is worse, a big failure or a microfailure? What’s the Difference Between a Big Failure and a Microfailure? This question demands a subjective answer. You should not try to quantify the impact of the failure...
by Sam Klaidman | Mar 22, 2021 | Customer Loyalty
In 1988, Michael R. Mantell wrote the book “Don’t Sweat the Small Stuff…and it’s all Small Stuff.” Now we know that Mantell was wrong about Field Service. That is because failure to set achievable expectations will have major negative business outcomes. Here is the...
by Sam Klaidman | Mar 17, 2021 | Growth
Where Does Service Revenue Come From? Won/lost reports are critical for you to grow your service revenue. Service revenue depends on two sales groups: Sales to sell installation, training, spare parts, professional services, and an initial contract as part of the...
