4 Customer Experience Trends Home Service Brands Should Follow in 2023
In an increasingly competitive marketplace, customers are more focused than ever on the experience they get rather than the product itself. Seventy percent of buying decisions are based on customer experience, reports Cisco—and research from Salesforce says that more than half of consumers say that companies have a harder time earning their trust than ever […]
#26 Mark Kovich, President & CEO of Essential Cabinet Group
About Mark Kovich: Mark is a customer experience expert with over 30 years in the field. He currently is the president and CEO of Essential Cabinetry Group where he leads the push for higher NPS, more communication touchpoints between customers and dealers, and ways to capitalize on the moments that turn customers into lifetime advocates. […]
Webinar in 3: How Dispatch Centralizes a Disparate Franchise Network
Most service franchises at one point face the same challenge – they lack the ability to quickly measure the performance of their locations and service providers. It’s not because they don’t know how to, rather they don’t have the tools in place to successfully centralize their disparate network of franchisees so. In this Dispatch Webinar […]
Afraid to Go Mobile? 5 Franchises That Are Winning Big with Mobile Apps
A homeowner summons a ride into the city with just a couple clicks, orders her groceries on the way, and has coolers full of fresh food waiting at the door when she’s dropped off at home again. That night, she orders a pizza from a popular franchise and watches with anticipation on her phone as […]
Better Compliance and Unbeatable Customer Experience: Dispatch for Franchises
As a franchise grows, it becomes increasingly more difficult — and vital — to craft, maintain, and ensure consistent, repeatable customer experiences. There is a great scene in “The Founder” that depicts the importance of franchisee compliance. Ray Kroc visits various locations across the country, only to find that some are dirty, some are selling […]
How Home Service Franchises are Delivering a Better Last-Mile Customer Experience
All home service franchises want to ensure superior customer experiences (CX). It’s the ultimate goal. It’s what they strive for. However, achieving superior customer experience comes down to the “last mile” – the time period between when the technician leaves for the appointment and the moment the job is complete. How you finish and whether […]
Home Service Revolution: How Technology Enables Maximum Output From Service Pros
Analysts agree that more enterprises are relying on third-party contractors to complete work on their behalf. It’s a trend that isn’t going away. The challenge is that 3rd-party service pros can’t be managed directly, aren’t typically set to a regular schedule, and are sometimes seen as a temporary resource to fill service gaps around dedicated […]
Get it right – Customer Experience over Customer Service
It’s pushing 11 pm on a summer night. The waitress, the only one still working, is in deep conversation with a passerby, politely indifferent to you and the other two tables remaining. But you’re content. And why shouldn’t you be? When you reflect on the meal–from the endless assortment of savory tapas, the sugary sangria, […]
Business Impacts of Customer Experience
We’re living in a consumer-first era. The rise of instant communication, constant connectivity, and wide-reaching aggregators for product and service reviews, means an unprecedented shift in both buyer power and buyer expectations. Long gone are the days of truely discrete products with exclusive, rarified features. Dependable customer loyalty has virtually vanished as consumers can make […]
The Annoying Home Inspection: Simplifying the Tedious Back and Forth
Finally! After 4 months of searching, 3 weeks of open houses, 2 offers rejected, and 1 bogus deal, a seller has finally accepted your offer. Additionally, you also received an offer on your own house, something you’ve been waiting for as well. As you start the home inspection process, your realtor recommends someone to use… […]
