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. […]
#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 […]
#24 The Future of Machine Learning and AI in Field Service
We’re here today to talk with Bill Pollock about field service, machine learning, artificial intelligence, customer experience, 2018 trends, and everything field service enterprises should be aware of this year. Bill Pollock is President & Principal Consulting Analyst at Strategies For Growth, the independent research analyst and consulting firm he founded in 1992. Previously, Bill […]
#23 How to Standardize Customer Experience as a Franchise
Because of the complex franchise model, there is little to no visibility into the performance of the franchise network. From our research, many franchises face these same three challenges: Inconsistent brand and customer experiences Disparate technology solutions A frequent disconnect between the franchisor, the franchisee, and the customer. However, every once in a while you […]
#22 What Makes Successful Digital Transformation?
Today, we’re sitting down with Michael Blumberg (President & CEO of Blumberg Advisory Group) to discuss why digital transformation is one of the hottest topics within the field service space. In our conversation, we break down: The typical barriers a company faces when trying to digitize their business. How enterprises can push the adoption of […]
#21 The Customer Experience Strategy from a Gartner Magic Quadrant Leader
Today, we’re sitting down with Donna Williams (VP of Customer Success) to review the proven customer experience strategy that Mendix uses. This strategy has helped them become the leader in Gartner’s 2017 Magic Quadrant for Enterprise High Productivity Application Platform as a Service. In today’s discussion we talk about: Why “Time to Value” is the […]
Customer Spotlight: Southern Comfort HVAC
Businesses who use Dispatch can easily stay in touch with one another, automatically update everyone’s schedule, clearly advise the technician about any changes, and effortlessly staying in touch with the warranty company. Here is how Dispatch has been a “game-changer” in helping Southern Comfort HVAC to improve customer service and grow their business.
Customer Spotlight: Eric’s Appliance Service
Business who use Dispatch streamline customer communications, simplify job management, and tap into downtime for more revenue by receiving work from top brands with customers in need.
