by Sam Klaidman | Dec 13, 2022 | Customer Loyalty
Your customers buy products like the ones you manufacture because they have a limited number of outcomes they must achieve. Furthermore, you and most of your competitors’ products can deliver these outcomes at approximately the exact cost. The big question is, “Why do...
by Sam Klaidman | May 18, 2022 | Customer Loyalty
Questions Has the number of frustrated, angry, or unhappy customers calling into your business increased? Have your CSAT scores decreased? Are your team’s customer-facing people getting more frustrated than a few years ago? Do you blame this growing frustration on...
by Sam Klaidman | Mar 23, 2022 | Customer Loyalty
The current labor market and gig workers As a result of both the Silver Tsunami (older workers retiring) and the Great Resignation (employees quitting in large numbers), most field service teams have many unfilled jobs. Kevin Bowers of TSIA reports that 9 out of 10...
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 | 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 | 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...
