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 […]
What Does it Mean to be a Customer-Centric OEM?
Customer experience (CX) is the buzzword that doesn’t seem to go away. It all started when companies like Apple, Amazon, Costco, Dollar Shave Club, Trader Joe’s, Safelite Autoglass, you name it, gained traction in the market. These companies didn’t have different business models and they didn’t have different organizational structures; they just had different mindsets. […]
Can You Hold Please? Don’t Lose Your Millennial Customers
There is nothing more frustrating for millennials than being asked to “hold” in 2018. Something breaks in their home, they call for help, and on the other end of the phone is a customer service process straight out of 1995. Ok, that may be a little dramatic, but let’s face it: some home service companies […]
#25 The Service Knowledge Gap: Why it Matters and How to Close it
We’re thrilled today to welcome Tauris McBride, the CEO and Founder of HVAC Tutor – a modern way of training HVAC contractors about new practices, policies, and methods. HVAC Tutor – which you can find at tauristech.org – specializes in New York City Refrigeration License Exam Preparation, and New York City refrigeration operating engineer courses […]
What a Millennial Wants: Serving the New Homeowner
Something extraordinary is taking shape in the home services industry right now, and most people have no idea. Millennials–long considered averse to home ownership–are slowly starting to buy homes, and are bringing with them an entirely new set of home service expectations not seen before. Though they own fewer homes compared to older age groups, […]
A Service Model Pivot: From Selling A Product To Selling An Experience
Are the kids dressed for school? Check. Are their lunches made? Check. Ready for the big work presentation? Check. Great–off we go, just lock the door and-oops, lock the door and- wait, why won’t this work? And that’s when it happens: something breaks, at the worst possible moment, and there’s nothing you can do to […]
Applying Technology Innovation To Real-World Service Problems
There are universal truths to life: No matter how much we curse in traffic jams, they won’t get any faster. Triangle sandwiches always taste better than square ones. Nothing is more satisfying than being the first person to dip into a new peanut butter jar. Everyone at some point in life will be frustrated waiting […]
What does it mean to have actionable service data?
Brendan is the COO of a large OEM that has been in business for three decades. From its early days, the company has embodied a culture of diligent written documentation to help understand how happy their customers are. Every task that has ever been done at Brendan’s company comes with a thorough paper trail–from customer […]
