by Sam Klaidman | May 18, 2022 | Customer Loyalty
Has the number of unhappy customers calling your business increased? When a company reaches a maturity level where they do not oversell products and services but instead deliver slightly more than promised, and when they finally make a mistake, they recover quickly...
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. And Kevin Bowers of TSIA reports that 9 out of...
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...
by Sam Klaidman | Apr 20, 2021 | Customer Loyalty
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 manufacturing output in some developed countries. And increasing manufacturing output means more demand for field service...
