Sharing: No longer any separation between user experience and brand perception
We’re always on the lookout for great commentary on the importance of customer experience to the success of modern businesses. There was a recent post by Greg Sterling on screenwerk.com that stood out to us, that we want to share with you. Read: No Longer Any Separation between User Experience and Brand Perception Greg makes […]
Photo cliches drive sales and retention for service contractors
We’ve all heard, and likely loathe, the plethora of bad cliches about pictures. As overused and seemingly meaningless as these cliches are, they hold a literal wealth of knowledge for field service contractors. From new sales to retention, these sayings will drive growth in your field service company: The big picture. Why should service contractors […]
Here comes the amazon of services
Drones probably won’t impact your field service company, but Amazon’s other accomplishments in online customer engagement most definitely will. Have you noticed that it is impossible to purchase anything from Amazon without first seeing a picture of what you are buying? On every page that references your items, there are pictures of those items. Here are some other […]
Rise of the machines in service industries
A few months back, I wrote a blog post about the Tesla lesson for service contractors. Tesla has a direct-to-customer model for sales and service, and they support this model with a high tech connection to the car that allows them to deliver certain over-the-air updates while also monitoring the vehicle for proper performance. Every […]
NYC taxis start the new year with a digital wrap
Happy new year! Two thoughts keep coming back to me this week: First, I sure miss sleeping in over the holidays (I’ve never been a morning person). Second, 2016 is going be the year of the digital wrap for service companies. The year of the digital wrap Here’s a task for you: Take a look […]
Don’t let the back-office tail wag the company dog
All too often, as field service companies are considering new software, they base decisions on their historical software usage patterns and let the tail wag the dog. Since accounting software is the primary, and often only, business application in use, companies search for ways to extend back-office capabilities to the front office and beyond. This line of thinking is understandable, but […]
Looking for great customer service? Try the cable company?
Everyone either cringes or laughs when they consider the track record of the cable companies in delivering customer service. Comedians have named their movies or even their whole persona (Larry the Cable Guy) in salute to the ridiculous nature of cable company customer service. But a funny thing happened to me this past weekend. The […]
Is going completely paperless the best customer experience?
Many of our prospective and current customers tell us that they want to go completely paperless. On this surface this sounds desirable, but does it really make sense, and is going completely paperless the best customer experience? I relate this to my experiences when going to a restaurant. I had the perfect mix of a […]
Highway to success: The power of customer satisfaction
Your service contracting or field service company is a car casually driving down the highway to success, but the online giants are changing the rules and the road at a breakneck pace. For example, our blog post Google Home Services and its Impact on Small and Medium Businesses summarizes one of Google’s latest changes that […]
Customer experience is more important to your service business than customer service
Let’s play a word association game. When I say “customer service” what comes to mind? For me, it’s a toll-free phone call, entering a bunch of information on the telephone keypad, then retelling it all to a human, once you get through to one. Customer service is often limited to service delivery, or where you […]