2 min read
Top Three Trends Noted by Field Service Technicians Today
Here are 3 field service trends today, projecting to have legs for tomorrow. To see what field service digital...
SERVICES
ASSESSMENT
Our process involves consultation with business leaders, customer experience delivery professionals, channel management, and the IT team to evaluate and design the customer journey.
Capture processes, needs, and perceptions from customers’ viewpoint on interactions with company and channels.
Customer Journey Map and key customer touchpoints
Design new experiences enabled by systems of engagement across marketing, sales, and service.
Recommendations to enhance lifecycle experience
Measure and improve key metrics (KPI) such as Net Promoter Score (NPS), Customer Lifetime Value (CLV), and customer acquisition and retention costs.
Current and target metrics
Understand current systems of record, architecture, and infrastructure providing a path to implement new systems of engagement.
Implementation roadmap
The answers to these eight key questions will indicate how you can make it easier for customers to do business with your company.
How do customers interact with the company throughout the lifecycle of the relationship?
What are customer’s expectations, wants, and needs at each touchpoint?
What channels do customers prefer to use to achieve their desired outcome?
What emotions motivate customers to progress to the next stage?
How are prospects converted into customers and customers into advocates?
How is customer experience measured during interactions at each touchpoint?
What are the gaps or disconnects between interactions?
How can areas that have a significant impact on customers or the company be improved?
Dec 1, 2020 by Tim Nissen
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