ServiceTradeThis post is the second in my discussion of how to use mobile technology to dominate your market. If you haven’t read my first post, you can find it here. In that post, I discuss the basics in taking your customer service mobile – you’ll want to meet this milestone before jumping into milestones two […]
There are plenty of examples of companies that have built market success because of their use of mobile technology, including Domino’s, Chick-fil-A, and Starbucks. Starbucks launched their mobile app in early 2011, and it included a mobile pay feature similar to a gift card. Mobile innovation has paid off for Starbucks. They reported that in […]
In 2019, there’s a fresh wave of ransomware hackers targeting US-based fire and life safety contractors that have legacy server systems. Several have been either forced to pay a bounty or face devastating disruptions when the cyber attack is unleashed. If you believe you are safe because no one is going to notice or care […]
There is no such thing as an “all in one” software application for anything. Like a unicorn, it is a neat idea (who wouldn’t want a friendly horse with a horn) that is nothing more than a fairy tale. Yet it is probably the most popular unicorn that commercial service contractors (and others as […]
Much of the popular culture in management consulting today is focused on the customer experience. Matt Dixon, the author of one of my favorite management books, The Challenger Sale, is spending many of his cycles promoting another of his books, The Effortless Experience. Shep Hyken is a customer service guru with a new book called The Convenience […]
Check out this image from an Amazon notification that I received during the holiday season. It included imagery of the product (some black pajamas), a map of my neighborhood that indicates the location of my house, the current location of the delivery driver (the Santa sleigh), and a caption telling me Santa (aka Amazon) was […]
Every Sunday evening I receive an email from the software investment banking team at Key Bank Capital Markets. The subject line of the email is “Software Valuations,” and the email contains a link to a weekly report that details the valuation metrics of about 100 different software companies. All of these companies are public corporations, […]
Several dozen books (at least) have been written about the Amazon phenomenon, and I could probably go on and on myself about the lessons that can be drawn from its success. The lesson for the service contractor is that making your customers feel good about your service will likely lead to greater riches for you […]
Amazon does not settle for “good” in the realm of customer service. It is not enough for the customer to simply get what they paid to receive. Amazon wants customers to enjoy the experience in the same manner as a guest might enjoy a good party. Great brands now want to copy Amazon because Jeff […]
When your salespeople call on customers, what are they pitching? What do they present when they get that rare opportunity to show a high-profile prospect the benefit of working with your company? While I have not been in the room often when a commercial service contractor is pitching a customer, I have seen hundreds of […]
