#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. […]
Dispatch Digest #1
Welcome to the Dispatch Product Highlight page! Each month, we pick three current or near-term Dispatch platform features and go into a bit of detail about how they can help your business. If you want to learn more about any of these features, please contact your account manager or support@dispatch.me November 2019 Updated Schedule […]
Could the Future Schedule of Home Service be: “Alexa, Fix My Fridge?”
Imagine this — you’re sitting at home watching TV and you hear a weird noise coming from your kitchen. You open the fridge to investigate. To your dismay, the fan stopped, the light won’t turn on, and the pork tenderloin that you just bought is in jeopardy. You have no idea why your refrigerator just […]
Dispatch Product Update: New Schedule Page with Tech Tracking
Hey! I’m Ben Barr, and I recently took over product marketing here at Dispatch. As we release new products and features, I’ll be pulling back the curtain and sharing a little bit about the motivation behind the improvements we make to our platform. Dispatch relies heavily on feedback from our customers to help shape the […]
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 […]
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, […]
