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      2 min read

      Improve Technician Efficiency and Productivity with Service Parts Management

      When a part breaks or wears down, providing a quick and efficient replacement is crucial for keeping customers’ operations running smoothly. Offering reliable repairs improves the buying experience, leading to repeat part sales and happy long-term customer relationships. It’s a win-win for everyone—but it’s almost impossible to achieve without an effective service parts management process.


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      3 min read

      Modernizing Warranty Management Systems: IT Department's Role in Building a Streamlined Service Lifecycle

      As manufacturers focus on the benefits of modernization and the competitive advantage it creates, the IT department has gained an increasingly important seat at the table when it comes to the organization’s strategy and direction. If anyone is focused on the digital future, it’s the people tasked with keeping IT systems going, troubleshooting and heading off problems before they become catastrophes, and ensuring that customers—both internal and external—are satisfied.


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      3 min read

      ROI Analysis Proves Business Case for Modernizing Warranty Management

      Learn How in Our Warranty Webinar

      If you're like many manufacturers, it may be time to close the transformation loop with a single, modern warranty management solution and an ROI analysis. You may be overdue in replacing a legacy system and see the potential for increased revenue. If you need the business proof showing ways to realize ROI, then join us for a webinar with industry experts. You'll learn to calculate expected cost reduction and increased revenue.


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      6 min read

      The Best Way to Utilize Warranty Management to Ensure Recurring Revenue Streams

      Recent Study Indicates Utilization of Warranty Management Strategy Ensures Recurring Revenue Streams

      Strategies For GrowthSM (SFGSM),in conjunction with Mize, recently announced survey findings indicating positive signals for the expanding Warranty Chain Management market – customer-centric market factors drive organizations to improve existing levels of warranty management performance.


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      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 transformation’s possible today, request a demo of Mize’s Field Service Management system.


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      2 min read

      Manage Warranty Entitlements

      Managing warranty entitlements is vital for manufacturers to gain control of warranty reserves and claims. Entitlement management involves administration, tracking, and enforcement of policies, coverage terms, expiration dates, and claim reimbursements.


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      2 min read

      Automated Product Field Inspection Toolbox

      Increasing product field inspection obstacles have made challenging and costly activities even more demanding. What was dealing with dissatisfied customers over unexpected product problems is now a communication crisis: field techs struggle without having the tools for quick fixes.


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      2 min read

      Event Recap: Extended Warranty and Service Contracts Innovations Conference

      This 3-day event focused on transforming Extended Warranty and Service Contract Operations into sustainable profit centers, diving deep into new frontiers in extended warranty and service contract innovations.


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      8 min read

      Migration to Subscription Services and How It Affects Warranty Business and Brand Loyalty

      Recently, Ashok Kartham, Founder and CEO of Mize, answered questions about Manufacturer's Migration to Subscription Services during a roundtable at the Extended Warranty & Service Contract Innovations Conference. This Q & A highlights the optimal structure and advantages of Subscription programs for Manufacturers to increase product quality and recurring revenue, strengthen channel relations, and enhance customer’s experience and brand loyalty.

       


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      3 min read

      Insights: Key Technologies for Field Service Operations

      Insights from Ashok Kartham, Founder and CEO of Mize, discussing Key Technologies for Field Service Operations during a roundtable interview at the 11th Annual Extended Warranty and Service Contracts Innovations Conference.


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      2 min read

      Highlights: 2020 Field Service Virtual Summit and Expo

      The 2020 Field Service Virtual Summit & Expo brought together cross-industry service, support, and customer success leaders to relay their successes (and obstacles) for building their world-class operations. View the one-hour overview video here.


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      4 min read

      Warranty Management Cost Containment

      Manufacturer's warranties play an essential role in business cycles. They can be critical to a product's sales and marketing, building market share and customer goodwill, but also add significantly to product pricing and pose accounting and cost estimation challenges. Maintaining transactional level detail is critical for manufacturers to provide meaningful management reports and data for pricing analysis and liability estimation, as well as enhancement of quality control and dealer/distributor performance monitoring.


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      2 min read

      OEM Service Lifecycle Management Automation Impacting Net Promoter Score

      Net promoter score (NPS) is one of the most widely used methods to identify customer satisfaction and loyalty. It's a comprehensive measure – covering both the number of promoters and detractors for the service that companies provide.


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      3 min read

      IoT Product Data Warranty Management and Field Service Optimization

      For OEMs collecting IoT-connected product information, the benefit’s in its actionable utilization. How you manage it becomes crucial – having the ability to build a Connected Customer Experience and incorporate proactive Service team interaction – ultimately maximizing Warranty Management profitability.


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      5 min read

      Best Practices to Increase Service Contract Revenue

      Mize recently conducted a study among service executives and warranty professionals who are involved in marketing and selling service contracts and extended warranty (SC/EW) programs. The findings validate which strategies and tactics offer the best results.


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      2 min read

      Automating Field Service Management to Reduce Mean Time to Resolution

      The Mean Time to Resolution (MTTR) is a metric that service organizations grapple with in terms of related cost and customer experience. One objective is clear: reducing the time it takes to resolve customer issues – from case creation dates to their closures – benefits both.


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      3 min read

      Why Automate Your Service Contract Program?

      Most durable goods manufacturers are mired in manual service contract administration – from initial offering to servicing, through to renewals. While being a strain on operations, it’s a drain on revenue stream maximization: most OEMs realize less than 15% of potential service contract revenue.


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      2 min read

      Brand Loyalty by Connected Customer Experience

      To a company, each has heightened concern about brand loyalty. Across all durable goods categories, time to market has hastened, providing customers more options. Churn is real – organizations must be prepared to protect their turf while gaining opportunistic market share.


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      2 min read

      Building an OEM Recurring Revenue Stream with Customers

      Generating a recurring revenue stream with customers is critical business objectives facing Durable Equipment Manufactures today. The key: building a forever transaction with every customer you have.


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      3 min read

      Reduce Warranty Costs and Increase Operational Efficiencies with a Fully Mobile Field Service Organization

      Many Warranty Managers that we at Mize work with often share that field service operations are the most labor-intensive part of their warranty process and are a significant cost driver. The primary reason for this extra cost is due to the field service not being fully integrated into the overall digital warranty processing systems.


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      2 min read

      Shared Service Knowledge to Build Ongoing Continuity

      Aly Pinder, Program Director for Service Innovation & Connected Products at IDC, discusses how knowledge transfer can be seamless across service organizations.


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      3 min read

      Solving Warranty Management Problems – A Peer’s Perspective on Claims Management Automation

      The ongoing problem of managing warranty claims is that it’s a very labor-intensive process


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      5 min read

      Optimizing Your Service Contract Program Operations

      Optimize Your Service Contract Operations: Increase Your Service Contract Revenue

      A statistic to overcome: Companies realize less than 15% of potential service contract revenue.

      Overall, unachieved revenue results from businesses not offering service programs beyond standard product warranties. Even when service programs are offered, the attach rates remain low as some retailers and channel partners may not focus on service sales, or customers fail to understand the value of these programs.


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      3 min read

      Webinar Recap: Manufacturers Creating Enhanced Customer Experiences by Reimagining Service Lifecycle Management

      This month's webinar, hosted by Mize, Inc., highlighted the top priorities for manufacturers and services organizations driving investments around service innovation. Improving the customer experience, growing revenue, and innovation through knowledge management figured prominently.

      Our presenters, including Aly Pinder, Program Director for Service Innovation & Connected Products at IDC, Stuart Ransom, Chief Revenue Officer of Mize and Michael Blumberg, Chief Marketing Officer of Mize, led the discussion of how end-to-end service excellence enables the framework to meet the challenges faced today and in the future.


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      4 min read

      Analyst: Why Manufacturers Automate Warranty and Service Contracts

      Manufacturers have experienced an evolutionary shift in how they manage service interactions after the original product sale. Having considered the warranty initially as a necessary cost, they had to keep customers happy, resolve product failures, and obtain critical data required to improve product quality.   Manufacturers no longer view the provision warranty and aftermarket service as a cost of doing business. It's now seen as an opportunity to add value, obtain critical insights to drive product innovation, and generate incremental revenue and profits.


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      5 min read

      5 Tips to a Better Customer Warranty Self-Service Portal

      Manufacturers often face excessively high labor costs associated with processing warranty claims. At issue, there are often numerous touchpoints involved in supporting warranty claims. The burden on your company starts from the moment the customer purchases a product. Resources are required to register the product warranty, respond to service requests and inquiries, open a claim, issue an RMA, etc. This situation often stems from disparate and disconnected systems. Since end-users are growing increasingly comfortable with self-service and even expect it, one way to overcome these challenges is by replacing legacy systems with new applications that include customer self-service portals.



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      2 min read

      A Peer’s View: Unifying Warranty Management through Customer Self Service

      Manufacturers are saddled with multiple legacy systems that seem like they’ve been with the company from its concept. Some may have…


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      3 min read

      How Field Service Operations Should Manage the Pandemic

      During the second half of 2020, your company's field services operations will build its road forward. Initiatives previously tabled for further discussion later are now immediate concerns. Automating knowledge management, service delivery and parts availability for web-based availability, is now top-of-mind. Considering customer access and contact is becoming increasingly difficult, pandemic-fueled necessity is driving attention to cloud-based information access and workflow.


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      4 min read

      Warranty Transformation: From Legacy System to SaaS Solution

      If you are a durable goods manufacturer, then it is likely that your company still operates a legacy system for warranty management. Legacy systems are costly to maintain and modify, since there are very few people inside the organization who remember how the system works Your company must employ people with specialized knowledge of the system, and if they leave the organization, their expertise walks out the door with them.


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      2 min read

      How to Build a Forever Transaction with Every Customer

      It’s every manufacturer’s challenge: how to build a forever transaction with every customer you’ll ever have.

      Initial product sales are your primary focus, and rightly so – they provide immediate net new revenue, cash flow and market share growth. Though when you turn a single-event sale into a subscription model, the revenue scope shifts to an ongoing relationship, facilitating a forever transaction, and often a customer for life.


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      2 min read

      Why Servitization Practices are Moving from a Product Focus to a Service-First Model

      Seemingly every company touts a customer-first focus. Though for manufacturers, an accurate admission is that their concentration is squarely on their products. It’s a common trap: manufacturers have people and processed that primarily think from the product vantage, with systems and technology infrastructure that keeps this mindset prominent.

      Is this a profitable way forward?


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      1 min read

      Ashok Kartham on Connected Customers Being the Missing Link to Fully Connected Field Service

      Mize CEO Ashok Kartham Featured Guest of Field Service News Podcast

      Kris Oldland, Editor in Chief of Field Service News recently featured Mize CEO Ashok Kartham on the publication’s podcast, to gain insight into his company’s rapid advances in warranty and service lifecycle management SaaS system for durable goods manufacturers.


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      3 min read

      Highlights from Webinar- Benchmarks to Optimize & Maximize Service Contract Sales

       

      Last week, Mize hosted a webinar titled “Benchmarks to Optimize & Maximize Service Contract Sales”.  The webinar presented the results of  study conducted among service executives and warranty professionals who are involved in marketing and selling service contracts and extended warranty (SC/EW) programs. Representatives of 96 companies participated, providing an elusive look into how they’re configuring their contracts, sales and marketing approaches, results realized and planning for future expansion of this customer-connecting, revenue-generating profit center.


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      3 min read

      Product Protection Plan Sales Remained on a Plateau in 2019

      Eric Arnum is the editor of Warranty Week, an online newsletter for warranty management professionals. Since 2003, Eric Arnum has been publishing reports on product warranties, extended warranties, and claims rates in various industries. Warranty Week has gained a broad following among manufacturers, retailers, servicers, and insurance professionals.


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      2 min read

      Ensuring Field Service Technician and Customer Health & Safety: A Systems Appraoch

      Today, Mize announced the availability of a new Health Check designed to monitor the health of technicians and protect the safety of end customers.

      Developed in response to COVID-19, this application enables organizations to assign service orders based on the health of their technicians.

      At the beginning of each day, organizations can use the Health Check feature to collect vital health signs from each individual technician and automatically determine if the technician’s Health Check status is “Fit” or “Unfit”.


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      3 min read

      Service Contract Configuration: The Key to Higher Attach Rates

      Mize is currently conducting a study among service executives and warranty professionals who are involved in marketing and selling service contracts and extended warranty (SC/EW) programs. Our objective is to identify best practices involved in marketing and selling SC/EW and extended service programs and evaluate the impact of these practices on key performance indicators (KPIs). 


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      2 min read

      Protect and grow Service Parts Sales

      During the COVID-19 driven stay-at-home guidelines, eCommerce sites such as Amazon.com, Instacart, and Walmart have seen massive sales growth as everyone turns to online shopping to more safely fulfill their needs. Manufacturers and their distributor and dealer networks can also leverage Parts eCommerce capabilities to sell spares, accessories, and consumables.

      Here are ten things that Service Parts Management experts at Mize have identified to protect and grow your service parts sales and profits. 


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      3 min read

      A Few Key Performance Metrics For Subscription Businesses

      This blog post was written by Robbie Kellman Baxter, founder of Peninsula Strategies, LLC, and a bestselling author.  She is an expert on membership and subscription-based business models. Her clients have included start-ups and mid-sized venture-backed companies as well as industry leaders such as Netflix, Oracle, Electronic Arts, and eBay.  Robbie will be the guest presenter at a webinar hosted by Mize on April 23, 2020 titled Building a Forever Transaction with Every Customer


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      4 min read

      Today’s Crisis Triggers the Next Revolution in Field Service

      This blog was written by Robert Gillette. Throughout his career, Mr. Gillette has maintained responsibility for P&L and revenue growth for all presales, post-sales, and service delivery operations. Most recently, Robert served as Vice President of Customer Support for an OEM line of precision HVAC/R products for the IT Data Center and Indoor Agriculture (cannabis) markets.


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      3 min read

      Do You Have the Right Technology to Scale Your Subscription Business?

      This blog post was written by Robbie Kellman Baxter, founder of Peninsula Strategies, LLC, and a bestselling author.  She is an expert on membership and subscription-based business models. Her clients have included start-ups and mid-sized venture-backed companies as well as industry leaders such as Netflix, Oracle, Electronic Arts, and eBay.


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      5 min read

      COVID-19 Update: Mitigating Service Parts Supply Chain Disruptions

      This guest blog was written by Ted Fellowes, President of Fellowes Research.

      The COVID-19 Pandemic is a black swan that is taking a toll on society. While our first concern is for the health of family, friends, colleagues, neighbors, and everyone everywhere – ‘sheltering in place’ is providing many of us with the spare time to consider this crisis from the perspective of own industries and professions.  I have been asked a few times in recent days for my thoughts on the impact of COVID-19 on  Service Parts Management (SPM) is and how improvements to and investments in SPM solutions may improve our current situation and prepare us for the next disruption.


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      4 min read

      COVID-19 Update: Six Ways Manufacturers Can Adapt Their  Aftermarket Service Business

      There is no escaping the threat of the Coronavirus as it hits communities across the globe.  It seems that no one is immune to it, not even the Aftermarket Service Industry.

      Business leaders and managers will need to do everything they can to get through this current crisis.  While we might have the knee jerk reaction to throw our hands up in the air and proclaim, "we've never seen anything like this before," the truth is we have the means and ability to respond. 


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      4 min read

      How Membership Economy is Disrupting Manufacturing

      This blog post was written by Robbie Kellman Baxter, founder of Peninsula Strategies, LLC, and a bestselling author.  She is an expert on membership and subscription-based business models. Her clients have included start-ups and mid-sized venture-backed companies as well as industry leaders such as Netflix, Oracle, Electronic Arts, and eBay.


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      5 min read

      Warranty Management Contingency Plans for Working Remotely

      In recent days, we have all had to rethink how we can conduct business while ensuring we take the necessary measures to keep ourselves, employees, customers, and communities safe. Social distancing and working remotely are crucial in helping to slow the spread of coronavirus.


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      1 min read

      PODCAST: Digital Transformation with Michael Blumberg

      Regular Field Service News  contributor and Mize’s CMO Michael Blumberg makes his debut on the Field Service Podcast and explains why firms should be embarking on a digital transformation journey


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      6 min read

      Megatrends & Spare Parts Management (SPM) Solutions

      This guest blog was written by Ted Fellowes, President of Fellowes Research. It is the third of three posts that prepares the reader for webinar hosted by Mize titled Parts eCommerce & Megatrend Impacts on Aftermarket Parts Sales in which Ted is the guest presenter

      Introduction

      Megatrends are shifts in behavior or attitude that are large, transformative, global and cross-industry in impact.  The megatrends discussed below appear pivotal to shaping parts and service operations for vehicles and equipment.  The digital solutions that automate and improve service-parts management (SPM solutions) will be vital to OEMs, dealers and repairers as they forge at path to success through the tumult.  

      This post focuses on forecasting impacts, not on exact timing and sizing.


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      6 min read

      Parts eCommerce: Best practices for OEMs, dealerships and solution developers investing in service-parts eCommerce

      This guest blog was written by Ted Fellowes, President of Fellowes Research.

      Preface. 

      Parts eCommerce is the fastest growing segment of fixed operations (a.k.a., ‘aftersales’ and ‘aftermarket’) – it’s projected to reach $6.5 billion in revenue – for U.S. car dealers in 2020.  Parts eCommerce is also evolving and innovating rapidly – and faster than in other sectors.  Mastery of parts eCommerce is challenging and starts with understanding the distinct market segments and solution types.  Success also requires deep understanding of OEM data and technical documentation.  Fortunately, success has its rewards: parts eCommerce represents the best opportunity to promote and profitably sustain – even grow – dealer parts sales – in part through powerful capabilities that parts eCommerce best facilitates. 


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      3 min read

      Will your Field Service Engineers become Rock Stars in 2020?

      In parallel to the Servitization trend that is occurring within Field Service is a growing desire among Field Service Organization to deliver proactive service. 

      This can be achieved by either attempting to dispatch a technician to resolve a problem before the customer even knows about it or by attempting to resolve or prevent the problem occurring in the first place using remote support tools. 


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      4 min read

      5 Critical Success Factors for Global Warranty Implementation

      A recent Mize webinar included a discussion of Critical Success Factors for Global Warranty Implementation. Implementing a global warranty system can be a very challenging and complex project. Project failure can result in cost and schedule overruns, sub-optimal processes, and dissatisfaction of key stakeholders in warranty processes. 


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      4 min read

      Warranty Transformation: From Legacy System to 15% Costs Savings in the 1st Year

      If you work for a global manufacturer of durable equipment, then it is likely that your company still operates a legacy system for warranty management. Legacy systems are costly to maintain and modify.  Since there are very few people inside the organization who remember how the system works, your company must employ people with specialized knowledge of the system.  At issue, these people are usually focused only on the task of system maintenance and may provide little value to the company beyond this task.    


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      2 min read

      Mize: Independent Service Providers for Subscription, Electrolux Service Tips

      Electrolux, a leading global appliance manufacturer, has launched subscription-based access to the Service Tips application powered by Mize Service Knowledge Management application, to Independent service providers.


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      6 min read

      Right to Repair (R2R) Drives Parts eCommerce

      This guest blog was written by Ted Fellowes, President of Fellowes Research.  It represents an update and refocus of  a blog posted earlier on the Fellowes Research website.

      Premise

      • Vehicle and equipment repair in many industries will open further under pressure from Right-to-Repair (R2R); OEMs should prepare for the inevitable. Even those skeptical of R2R, will benefit from looking closely at mitigating downsides and capitalizing on opportunities of R2R.
         

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      5 min read

      Selecting the right Software Partner for Warranty and Service Contract Management

      The growing importance of Warranty and Service Contracts for Manufacturers

      Over the past several decades, durable equipment manufacturers have experienced an evolutionary shift with respect to how they manage service interactions after the original product sale. Manufacturers originally considered the warranty as a necessary cost they had to contend with in order to keep the customer happy, resolve product failures, and obtain critical data required to improve product quality.   Manufacturers no longer view the provision warranty and aftermarket service as a cost of doing business that must be controlled but as an opportunity to add value, obtain critical insights to drive product innovation, and generate incremental revenue and profits.


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      2 min read

      Benefits of Establishing an Extended Warranty Program

      The results from Strategies For Growth‘s (SFG‘s) 2019 Warranty Chain Management (WCM) Tracking Survey Update reveal that nearly two-thirds (63%) of respondent organizations currently offer an extended warranty agreement or service contract to their respective customers. In fact, this percent would actually increase to nearly three-quarters (i.e., ±73%) when reallocating the “don’t know/unsure” responses into the “yes/no” categories (Figure 1).


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      4 min read

      Systems of Support for your Servitization Journey

      Much has been made of the potential benefits of adopting at least some Servitization strategies within a service portfolio. However, the processes that need to be put in place are complex and a delicate balance between increasing profitability and overcommitting on contractual obligations needs to be struck. Here, Michael Blumberg, CMO of Mize, offers his guidance as to what systems of support are required to achieve a successful path towards Servitization...


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      3 min read

      Transparency Is A Virtue In Business

      When we talk about customer satisfaction, we eventually arrive at talking about how experiences compare to expectations.  The more the two are aligned, the more satisfied and trusting your customers feel. 


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      3 min read

      Enabling Suppliers to manage claims, returns, and quality for all OEMs through a Connected Warranty Processes

      Mize recently hosted a workshop at the ENG Automotive Warranty Summit USA titled Enabling suppliers to manage claims, returns, and quality for all OEMs. Ashok Kartham, Mize’s Founder and CEO, kicked off the workshop by posing the following question: What is one key factor that drives warranty performance improvement?”. Of course, warranty performance is broad, consisting many measures such as claim automation rate, supplier recovery rate, cycle time for Detection-to-Correction, and related factors such as COPQ. As such, the question is not easily answered. However, the experts at Mize’s have reached a conclusion is that the key factor is the “Connectedness” of the warranty process.


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      3 min read

      4 Reasons Why Companies Fail at Spare Parts Management (and a Solution to Overcome Them)

      I recently attended the Service World Expo Trade Show in Las Vegas, NV.  During the event, I spoke to several service providers about issues they are having with spare parts management.  For many companies, this function is one of the most challenging parts (no pun intended) of their business.  The typical problems they experience include:


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      3 min read

      Maximize Service Profitability Through Service Lifecycle Management

      Aftermarket Service can generate 45% or more of total corporate revenue and 30% or more of total corporate profits. To achieve these results, field service leaders must focus on revenue growth. This is, of course, dependent on the ability of manufacturers to execute on their business strategy and deliver results. This is where a good Service Lifecycle Management (SLM) infrastructure can help.


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      3 min read

      5 Valuable Lessons about Extended Warranty & Service Contracts

      Mize was a proud sponsor of the 10th Annual Extended Warranty & Service Contract Innovations conference. The event was held in Nashville, TN from September 18th to September 20th, 2019.  There were over 20 speakers from leading OEMs, Service companies, and Solution providers including but limited to AmTrust, Electrolux, Ford, GE, GM, Mize, OnPoint, Samsung, Stryker, and Stulz.


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      3 min read

      Enlist Your Service Technician in Proactive Business Growth

      There is a lot of time and resources spent today on trying to engage field service technicians in generating new business from existing customers, and for good reasons.  Field service technicians are in a unique position in that they have insight to the needs of their customers which is unmatched by anyone else in the organization.  


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      3 min read

      Connect Technicians to Knowledge and Parts at the Point of Service

       

      This blog post is based on an interactive workshop and presentation by Mize and Electrolux at Field Service Amelia Island 2019 on August 19th to August 21st, 2019 at the Ritz-Carlton in Amelia Island, Florida.  The workshop was presented by Michael Blumberg, CMO and Andrew Thomas, FSM Product Manager from Mize, and Danny Dailey, Senior Technical Manager of Electrolux.


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      1 min read

      Does your Technician have the right parts to complete the service job?

      It is not uncommon for companies in the Consumer Durables Industry to lose control of the customers’ experiences during the product ownership cycle after the sale. This is because a customer may interact with many different groups or channels after the sale including Contact Centers, Dealers or Service Centers, Third Party Administrators, Parts Departments, or Field Service partners as part of the relationship with a company.   At issue, these groups may act as a series of unconnected departments or individuals.  However, customers expect these groups to act as one unified entity. 


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      3 min read

      Service Knowledge: Ultimate Key to Enabling a Higher First -Time Fix

      First time fix rates have always been and likely always will be the number one KPI that Field Service Companies focus on, but it is an elusive number to hit, Michael Blumberg gives his expert advice...

      Achieving a high first-time fix rate and completing service visits in a timely manner represents the Holy Grail for many Field Service Organizations (FSOs). Unfortunately, many FSOs face stumbling blocks to achieving this outcome. At issue, their technicians may lack the knowledge required to effectively resolve service issues in a timely manner.


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      14 min read

      Deliver Better CX Through Best In Class Field Service Management Apps

      This article first appeared in the May 27, 2019 edition of Field Service News

      It seems that customer experience is the number one metric that Field Service Organisations are seeking to improve in today’s business environment, but it is an uphill task if your field service technicians don’t have access to the key details of each and every job to hand as they arrive on your customer’s site. The answer writes Michael Blumberg is investment...


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      4 min read

      Webinar Recap: Digital Technologies and Field Service

      When it comes to field service, companies are judged on the service they provide. The top two factors used to measure great service are the speed of service (is this going to take days, hours, minutes?) and first-time fix rate (is this going to be fixed right the first time?).

      In order for field service technicians to achieve this, they need all the help they can get, whether in the form of knowledge or external resources. Knowledge might include manuals, how-to guides, audit trails, and truck stock inventory, while external resources might include support calls to outside experts.


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      3 min read

      Revolutionize Customer Experience and Transform Service Performance

      This article is guest post from from Marc Guthrie.  He is COO at Help Lightning

      It was a Saturday morning early last Summer, and I was on the phone with John. John was at his daughter’s birthday party and had stepped out to help me with a problem with my A/C. John has been providing service on my HVAC equipment for me for more than a dozen years. He’s been here several times and knows all the stuff very well. He had a good idea what the problem was and was trying to walk me through the procedure to fix it. It was going to be a brutally hot weekend, and after 10 minutes of effort John said, “Hang on Marc, I’ve got my truck with me. I’ll head on over and get it done.” Hearing the disappointment in his voice, I told him to wait a minute, “I think I’ve got a way for you to do this and still sing ‘Happy Birthday’”…


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      4 min read

      Webinar Recap: Best Practices to Streamline Supplier Warranty Management

      This month’s webinar, hosted by Mize, Inc. in partnership with Tech Mahindra, brought together experts in the automotive and warranty management industries to discuss best practices in streamlining supplier warranty management. Our presenters, including Michael Blumberg, Chief Marketing Officer of Mize, Michael Roberts, President of MR Insights, and Eric Marlan, Senior Product Manager of Mize, led stimulating discussions about the current state of supplier warranty management, and what strategies must be implemented to improve quality for all stakeholders.


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      3 min read

      Prescription for Automotive Industry: Optimize Supplier Warranty Management

      Are you frustrated with your access to warranty information? 

      Is EXCEL your “go to” tool for warranty analysis?

      Do you have a “warranty management process” or are you just chasing OEM provided numbers? 

      If you don’t like the way you had to answer any of these questions, you’ll want to join us for this informational webinar! 


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      3 min read

      Walk Before You Can Run

      A Blueprint for Creating an IoT Enabled Field Service Organization

      Despite the enormous benefits of IoT, field service leaders face many challenges to implementing IoT platforms. First, many of these leaders have not defined a clear outcome for IoT projects. In other words, they haven’t created solid use case or achieved clarity around what types of actions, decisions, or benefits they can obtain from IoT. The possibilities are endless and often overwhelming. Second, these leaders need to create a clear road map with respect to when, how, and where they will implement IoT. Questions often exist as to whether they should implement IoT on their existing installed base or roll-out with new product releases. Applying IoT to an existing installed base may seem like a time-consuming and arduous task. However, the benefits that a FSO can achieve when a large segment of their installed base is IoT enabled is significant. Third, IoT produces a vast volume of data. FSOs are often not sure how they will make sense of all the data or how they will ensure that actionable and measurable results will be achieved from this information. Fourth and most importantly, many field service leaders are concerned that they must overhaul their entire service delivery processes prior to taking advantage of IoT. This seems like an impossible order when they may have millions of dollars invested in the current ways of doing things.


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      2 min read

      Will Digital Transformation Through Augmented Reality Lead To A Zero-Sum Game For Field Service Organizations?

      Augmented Reality (AR) and Virtual Reality (VR) are one of the hottest technologies hitting the field service industry today. This technology provides field service organizations with the ability to remotely solve customer problems through a collaborative video platform that superimposes a computer-generated image (e.g., annotation, technical instruction) onto a user's view of the real world, thus providing a composite view. 


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      3 min read

      Optimize Supplier Warranty Management Through Improved Collaboration and Communication

      According a recent study by Warranty Week, warranty claims in the U.S. Automotive Industry have remained relatively stable over the last 15 years.    Among Power Train Suppliers, Warranty and Accrual rates have averaged less than 1% of sales during this time frame.   Apart from outlier years due to the Great Recession and a large-scale recall by one manufacturer, Warranty and Accrual rates have averaged between 2.5% and 2.2%, respectively, for manufacturers of Truck and Large Vehicles.


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      3 min read

      Why B2B Capital Equipment Companies Should Not Automatically Link Performance Pay To Satisfaction Metrics

      Many business leaders link their employee’s variable compensation to satisfaction or loyalty survey results with a view to improving the customer experience provided by their company or just to game the survey results.


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      4 min read

      ICYMI – Webinar: Enabling Service Technicians to Deliver Better Customer Experience

      In last week’s webinar, Enabling Service Technicians to Deliver Better Customer Experience, our viewers learned how to equip service technicians with the tools they need to enhance customer experience (CX). Viewers also got an inside look at Mize’s connected CX solution which demonstrated key applications of the Mize software.

      Our speakers included Michael Blumberg, CMO of Mize, and Andrew Thomas, Product Manager of Mize. Blumberg led us through reasons why field service companies should focus on enhancing their customers’ experience while also providing solutions that, once implemented, would enable service technicians to perform their work more efficiently. Then, Thomas walked through an end-to-end process for service requests in Mize, including a first look at Customer, Administrator, and Technician portals.

      Watch Webinar recording


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      3 min read

      Webinar: Enabling Service Technicians to Deliver Better Customer Experience

      Customer Experience is a critical factor driving customer loyalty and retention.  It is important for companies to focus on these Key Performance Indicator (KPIs) because it takes 5 times as much to attract a new customer as it does to keep an existing customer satisfied. Maintaining high levels of customer loyalty and retention can also have a huge financial payoff. Benchmark studies show that just a 5% increase in retention can yield profit increases in the range of 25% to 95%.


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      12 min read

      Webinar: Winning Service Strategies to Unlock the Value of the Install Base

      Overview 

      As the first quarter comes to a close, Mize reminds us of the importance in maintaining a service-centered culture in our business.  

      During last week’s webinar, entitled Winning Service Strategies to Unlock the Value of the Install Base, speakers Michael Blumberg and Tom Schlick taught us how to enable service revenue growth by shifting to a customer-centric mindset.  

      Blumberg, CMO of Mize, brings with him a diverse industry experience in Aftermarket Services while Schlick, author of Jumpstart Your Service Revolution, shares with us over 30 years of experience as a customer-focused business operations executive. Together, they explain why and how to unlock the value of the existing install base 

      This blog gives readers an overview of key points from the webinar as well as download access


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      3 min read

      Winning Service Strategies to Unlock the Value of the Install Base

      Servitization is one of the most critical disruptive forces facing the manufacturing industry.  What exactly is Servitization? It is the transformational journey that a manufacturer undergoes to develop services and solutions to supplement their traditional product offerings.  Ultimately, for equipment manufacturers, it’s about generating additional and profitable revenue streams from the provision of services.


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      3 min read

      Jumpstart Your Service Revolution: Transform Your Company’s DNA and Thrive in an Age of Disruption

      Do you sometimes feel that you are living your life, not just in the “fast lane,” but in the “acceleration lane”? More change. More chaos. Less time. Less control. And woven in and around this feeling is the reality that your company—and your job—will be dramatically impacted by the disruptive forces marching toward your industry.


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      5 min read

      Webinar: Benchmark and Optimize Warranty Management

      Overview of the 2019 SFG Analysts Take

      Mize kicked off the new year by hosting another presentation for our online webinar series. The January 17, 2019 presentation entitled “Benchmark & Optimize Warranty Management” focused on current and future forecasts in warranty management as well as best practices to optimize warranty management.


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      7 min read

      The State of Warranty Chain Management

      Results of annual survey suggest the global warranty services market appears to be moving toward a more expansive period of growth in 2019.

      After conducting its fifth annual Warranty Chain Management (WCM) Benchmark Survey in the second half of 2018, Strategies For Growth president & principal consulting analyst, Bill Pollock, has put together a results package consisting of an Analysts Take paper, a Webinar and a 2019 WCM Conference workshop and presentation on "The State of Warranty Chain Management (WCM) for 2019 – and Beyond!"


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      3 min read

      Improving First-Time Fix Rates

      In my last blog, I discussed the importance and impact of high First-Time Fix rates for the field service industry. (If you have not already read it, catch up here.)  Knowing that a high First-Time Fix rate leads to greater customer satisfaction, higher renewal rates, and lower costs for your company encourages management teams to want to improve this Key Performance Indicator (KPI). And making those changes does not have to be difficult or costly. On the contrary, making this KPI a priority will increase profitability and can make your organization flow more smoothly.


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      6 min read

      AWM 2018 Working together to reduce warranty and NTF

      This blog post is based on workshop session by Mize at ENG’s Automotive Warranty Management conference on Oct 16th & 17th in Dearborn, MI. You can read the summary blog post about the conference.


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      8 min read

      Lessons from Automotive Warranty Management USA 2018

      The ENG’s 3rd annual Automotive Warranty Management USA, sponsored by Mize, took place on Oct 16th and 17th in Dearborn, MI. The event attracted over 110 warranty leaders from the automotive industry. This blog post summarizes the key themes, presentations, metrics, best practices, and technologies discussed during the conference.


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      3 min read

      Is Now The Right Time To Replace Your Field Service Management Software?

      The market for field service management (FSM) software market is large and growing. In 2017, the market for cloud- based applications was valued at $1.2 billion by Blumberg Advisory Group, and we anticipate that the market will experience a five-year compound annual growth of 22.8 percent. In other words, it will more than double by 2022.


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      3 min read

      Avoiding the Four Biggest Mistakes FSOs make when using Contingent Labour

      Michael Blumberg, President of Blumberg Advisory Group  and founder of FieldServiceInsights.com discusses  some of the most crucial mistakes field service companies can make when utilising contingent or seasonal labour…

      Field Service Organizations (FSOs) in North America, UK, and Europe are increasingly turning toward crowdsourcing platforms and subcontractors to augment their field workforce.

      This type of outsourcing strategy enables FSOs to become more agile in meeting customer demands for service. As a result, they [FSOs] are able to reduce costs and improve service productivity. In addition, crowdsourcing and contingent labour helps solve the problem of finding skilled labour on a rapid basis.


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      3 min read

      Field Service: A Mid Year Review

      Now that we are half way through 2018, I wanted to take some time to look at where the Field Service industry is right now.  Here are some of my thoughts on the biggest struggles facing Field Service Organizations (FSO), where some of the greatest opportunities lie, and what trends to look for in the coming months and years.


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      4 min read

      The Impact Of Impending Labor Shortages On Field Service

      One of the most pressing concerns among field service executives is the impending shortage of skilled workers. These concerns are well-founded. The U.S. labor market is expected to face a shortage of approximately 8.2 million workers by 2027, reports Thomas Lee, head of research at Fundstrat Global Advisors.


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      2 min read

      8 Strategies to control the cost of shipping warranty related returns

      WSJ article on annual logistics report finds:

      • Costs for freight have risen steeply since the middle of last year because of rising interest rates, higher price of fuel, and driver capacity constraints
      • Average freight rate per mile have risen between 20% and 30% so far this year

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      4 min read

      Value and Price: Understanding the Forces that Influence Service Revenue

      I am often asked by clients to help them implement strategies to grow their service revenue.

      Often these engagements occur because a client perceives that they are not getting their fair share of revenue and it’s impacting the profitability of their company.


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      3 min read

      Sell More Service By Providing More Value

      Over the last month I’ve spoken to over two dozen Field Service Executives about challenges they are facing when it comes to generating additional service revenue for their companies.   I observed several common themes.  First, every executive I interviewed indicated that they would like to sell more service contracts.  However, they were experiencing resistance from customers as evidenced by low contract attachment rates.   Second, these executives were concerned about whether or not their prices were too high or if their customers really needed service contracts.  After all, this was the feedback they were receiving from their sales teams and even first hand from the customers that had spoken to directly.


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      4 min read

      What’s in Store at Field Service USA 2018?

      This month I interview Sara Mueller, Executive Program Director, Field Service Events at Worldwide Business Research (WBR) about challenges and opportunities facing the Field Services Industry, and why Field Service executives should attend Field Service USA 2018 in Palm Desert, California from April 17-20, 2018.


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      3 min read

      6 Things You Need to Know When Purchasing Service Lifecycle Management Software

      I’ve spoken with numerous service executives over the course of my career  about their experiences when purchasing enterprise software for service management (also known as Service Lifecycle Management (SLM) software).  I’ve distilled the knowledge I’ve gained into 6 tips to help you when you are in the market for enterprise service software.


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      8 min read

      National Commercial Service Contract Association - A forum to address key service industry issues

      Commercial Service Contract Association:

      Industry leaders have launched a new trade association for commercial service contracts, with the inaugural meeting scheduled for tomorrow morning. But unlike with product warranties, extended warranties, and protection plans aimed at the buyers of consumer goods, the boundaries of the commercial service contract industry are not as sharply defined.


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      8 min read

      Service Contract Market Size - Research Report 2018

      Service Contract Market Size:

      There are signs that the market is topping out at current levels, although home warranty sales continue to soar. Other types of protection plans, such as vehicle service contracts, mobile phone insurance, and extended warranties for brown and white goods, are no longer growing like they used to, though jewelry and furniture protection programs showed slight growth.


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      3 min read

      Why The Customer Experience Should Be At The Heart Of Marketing and Selling Services

      Consumers now reside in a digital world where instant gratification is the new currency. The rise of Spotify, Netflix, Amazon Prime Now and Uber ensures they can avoid any pain points and get what they want and when they want it in a new on demand economy.


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      2 min read

      Understanding the DNA of Reverse Logistics

      A common expression among Reverse Logistics (RL) professionals is that nothing happens until a product is returned. To be more precise, nothing gets done without a Return Material Authorization (RMA). Anyone who has experienced a situation where a product just shows up on the receiving dock without an RMA knows what I am talking about. As such, the RMA process is one of the most critical elements in the management of the Reverse Logistics (RL) Supply Chain.


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      2 min read

      First-Time Fix Rate: The DNA of Field Service

      First-Time Fix is one of the most frequently measured key performance indicators (KPI) used by Field Service Organizations (FSOs). It is a very powerful metric to track. This KPI measures the percentage of times field service engineers (FSEs) are dispatched to a customer site and have the skills and parts with them to resolve the issue on the first visit. It is a powerful metric because it provides an indication of the FSO’s financial and operational health. In this sense, it is like the DNA of field service.


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      9 min read

      Warranty Fraud Management Book

      Although technology - connectivity, analytics, sensors - has changed a lot and enabled OEMs to implement much tighter controls and detect fraudulent behavior, the general picture looks quite unchanged and warranty fraud continues to be a challenge.

      The strategic importance of warranty management has increased and the general maturity of the warranty profession in the industry has improved during the past 15 years. However, the battle against warranty fraud continues to be a challenge for many warranty professionals.


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      7 min read

      See the forest and the trees – using analytics to detect warranty fraud

      Is warranty fraud an issue for us or not?

      In our earlier blogs (The Dark Side of Warranty Management, What is needed to control warranty costs and prevent fraud?) we have referred to multiple client cases and several research studies, estimating fraudulent warranty claims to occupy up to 15 percent of the average company's warranty costs. However, averages are averages. Do you know the real situation in your company? In many cases we hear, that “warranty fraud is a major issue, but not for our company” or with slightly more awareness “we have a feeling there may be something wrong, but we don’t know the scale of the problem”. In any company with a large number (tens, hundreds or even thousands) of customers or service agents, a certain proportion of them will try fraud and some of them will do it in an excessive manner. Analytics, if done right, can be very impactful in getting the picture of the situation, either by uncovering anomalies, suspicious behavior and direct malpractice or giving confidence, that the situation is under control.


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      4 min read

      What is needed to control warranty costs and prevent fraud?

      Our previous blog “The Dark Side of Warranty Management  highlighted the scale of warranty fraud. Depending on the source, warranty fraud is estimated to be 3 to 15 percent of the total warranty cost. In individual companies, the amount of warranty fraud can be much higher


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      5 min read

      The Dark Side of Warranty Management

      Significant extra burden often goes unnoticed

      Warranty fraud is a major cost-control issue for most companies, but the sensitive nature of the topic leaves most reluctant to share their experiences and divulge their strategies. The stories from the field go beyond imagination:


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      3 min read

      5 Ways to Improve Warranty Communications

      When processing warranty claims, Warranty Processors and Service Providers resort to Emails, Phone calls, and even Fax to exchange information about the Claims. Streamlining the communications and data exchange benefits all stakeholders:


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      4 min read

      Five Apple iOS 11 capabilities to enhance Field Service

      Apple iOS 11 release this week on the 10th anniversary of the iPhone is a major leap forward and includes many features to enhance user experience further. These five capabilities will have the most impact on how businesses deliver field service and support the customers. 

      1. Augmented Reality 
      2. Machine Learning on the device
      3. Siri extensions for Apps
      4. Business Chat using iMessage
      5. Direct QR and Bar Code scanning

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      10 min read

      Mize Inc. released latest version of its Service Contracts Management Solution

      The new Mize offering is aimed at manufacturers engaging in the business-to-business sale of commercial service contracts.

      This week, Mize Inc. released the latest version of its Service Contracts Management solution at the Extended Warranty & Service Contract Innovations Conference in Nashville.


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      5 min read

      What to expect at the Extended Warranty and Service Contracts Innovations 2017 Conference?

      Most people may not get excited about Service Contracts, but Warranty Week estimates that Service Contract industry generates at least $42 Billion revenue annually. The Service Contracts Industry Council (SCIC) estimates that over 250 Million contracts are sold annually.


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      4 min read

      Unlock the value of your product Install Base

      In many manufacturing industries, the existing product install base could be ten times larger than the annual volume of new products sold. This large install base represents a profitable source of service revenues, but most companies only realize a portion of this potential revenue opportunity.


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      3 min read

      10 reasons why CRM can’t handle manufacturer Contact Centers

      Most generic CRM systems fail to meet the needs of manufacturer contact centers for customers and channel partners. Manufacturers spend a lot of time and money to customize and integrate the generic CRM software to meet their contact center needs.


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      2 min read

      Best Practices to Increase Service Contract Renewal Rates

      Service Contract renewals are vital for a steady stream of service revenues.  Renewal Rate is also a key performance indicator for service revenues, customer satisfaction, and customer loyalty.


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      2 min read

      Strategies for Reducing Warranty Costs

      Warranty obligations represent both an expense and a liability to Original Equipment Manufacturers (OEMs). As a result, anything that an OEM can do to minimize warranty expenses and liabilities will have a significant impact on the balance sheet and bottom line. In the high-tech industry, warranty coverage often includes repairing defective products as opposed to crediting or replacing them.

      Warranties of this nature involve three (3) cost components: 1) Warranty Terms & Conditions, 2) Service Delivery, and 3) Product Reliability and Maintainability.


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      1 min read

      How do you Plan to grow Service Contracts Revenue?

      Your product install base provides a huge opportunity to grow service contract revenues and profits, but attach and renewal rates for extended warranty and service programs (EW/ES) stay below the desired levels.


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      2 min read

      5 Opportunities to Increase Extended Service Warranties

      The sale of extended service programs and warranties can be lucrative. It also provides customers with peace of mind and the feeling that we work in their best interest. In those companies who sell these warranties, opportunities to make that connection are often missed.
       
      Here are five times during the customer service lifecycle where the sale of extended service warranties can be easily promoted: 


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      2 min read

      What do you cover with your Extended Warranty and Extended Service Programs?

      Blumberg Advisory Group and G35 Software partnered to conduct a study among professionals involved in selling Extended Warranty /Extended Service (EW/ES) programs and asked them about Processes Covered and Resources Provided by their programs. Here is what their responses indicated:


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      3 min read

      Key Factors Driving Revenue Growth in the Field Service Industry

      Given the enormous attention that field service organizations (FSOs) are placing on growing topline service revenue, Blumberg Advisory Group and Giuntini and Company recently partnered to conduct a study among service executive about best practices involved in selling extended warranty and/or extended service programs. A key finding of the survey is that the configuration of extended warranty and extended service programs has a tremendous impact on the sale of these programs.  In other words, the length of coverage, level of customization, processes engaged and resources employed in delivering the warranty, and entitlement levels offered play a key role in driving sales. These findings suggest that the more distinctions a company can make about its service program, as defined through the configuration, the more effective the company will be at getting customers to purchase it.


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      4 min read

      Extended Service Best Practices to improve Attachment Rates and Renewal Rates

      Recently, Blumberg Advisory Group and Giuntini and Company conducted a study about the Extended Warranty/Extended Service Market.  We looked at various aspects of sales process and specifically evaluated the Warranty Attachment rate (i.e., customers signing up for these programs) and Renewal rate (i.e., customers renewing their agreement during the warranty or at the end of the term)  as they are Key Performance Indicators (KPIs) that measure how successful a company is in marketing and selling extended warranties and extended service programs. Best in class performance would equate to companies achieving an attachment rate of 50% or higher and renewal rates of 75% or better.


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      1 min read

      Next generation Field Service Management Software

      For past decade or longer, Field Service software vendors have mainly focused on work order management and scheduling optimization. The efficiencies gained from workforce management were the main driver to implement field service software.


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      2 min read

      Transforming a Customer Service Culture in Manufacturing

      The post-sale experience is a giant opportunity for many manufacturers.

      Let's say you buy a refrigerator. Buying an appliance like that is a big investment that should last a long time, but there are many reasons you might need support.


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      2 min read

      10 reasons why Customer Self-Service Portals increase customer satisfaction

      A Customer Self-Service Portal helps companies to reduce customer service costs significantly and leads to better customer satisfaction, loyalty, and engagement


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      2 min read

      How to Get Your Employees Obsessed with Customer Service

      Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing.

      They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. In short, imagine a workplace culture where employees were absolutely obsessed with customer service.

      Almost every leader wants this.

      My new book, The Service Culture Handbook, provides step-by-step guidance on how to get there. It combines lessons from elite companies with practical advice that's easy to implement.

      Most important, it shows what customer-focused organizations do differently. Here are a few highlights:

      #1 Customer-Focused Companies Have Clarity

      Here's an easy way to test the strength of your organization's customer focus. Pick a random sample of employees at all levels (executive, mid-management, and frontline). Ask them to answer these three questions:

      • What is our customer service vision?
      • What does it mean?
      • How do you personally contribute?
      The average employee struggles with these questions, or their answers don't match their colleagues'.

      Employees in customer-focused companies can give clear and consistent answers to these questions. That's because their organizations have a clearly articulated customer service vision that's consistently reinforced.

      #2 Customer-Focused Companies Engage Employees

      Will we ever stop talking about employee engagement?

      Probably not. It's important but there just aren't many companies that are good at it. According to Gallup's most recent employee engagement report, the percentage of engaged employees has remained relatively flat since 2013.

      There is a silver lining in that report.

      According to Gallup, the best companies have 70 percent or more of their employees engaged. And they do it by following a few basic steps:

      • Employees know how the organization defines success.
      • Employees know what's expected of them.
      • Employees feel they are making a contribution.
      Look familiar?

      These same key drivers are the ones customer-focused companies use to ensure employees understand the customer service vision.

      Sure, there's a bit more to it than that. Which leads us to number three.

      #3 Customer-Focused Companies Are Committed

      "We're working on customer service this year."

      I've heard many executives make that statement. Each time, I know they're bound for failure. Why? Because customer service isn't something you treat like a New Year's resolution.

      Customer-focused companies have leaders who are truly committed. Here are just a few things that set them apart from the rest:

      • Customer-focus is a way of doing business, not a side-project
      • Strategic decisions are made with customers in mind
      • Customer-focused leaders consistently model the culture
      • Employees are truly empowered to deliver outstanding service
      • Customer-focused leaders take the long-view on investing in service

      I'm sorry to tell you that culture isn't a quick fix. You need to be fully committed if you want to make a lasting change.

      These three characteristics of customer-focused companies are just the icing on the cake.


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      3 min read

      Is it time to upgrade your Warranty System?

      Many companies still rely on emails, spreadsheets, or custom warranty systems developed long time ago to manage warranty. These warranty systems are inefficient in managing warranty and inadequate to meet the needs of the business to reduce warranty costs and improve product quality.


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      7 min read

      Best Practices to automate Warranty Claims processing

      Warranty Managers are faced with a dilemma on deciding the level of automation in claim processing. Automated approvals can lead to more efficiencies, but may result in excess payments from overcharges and even fraudulent claims.


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      3 min read

      Connected Customer Experience or CRM Service Cloud?

      Manufacturing companies are increasingly considering customer experience as a sustainable differentiator and redesigning their business to be more customer-centric. Manufacturers face a different set of challenges in executing their customer experience strategies as compared to service companies with frequent but short interactions. The durable products last for years and the customer service the companies deliver during the own cycle is more critical to build customer loyalty and maximize customer lifetime value.


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      5 min read

      What does Connected Customer Experience mean?

      Connected Customer Experience means:

      • Knowing who your customers are, understanding how customers use your products, and being there when customers need help
      • Making it easier to do business with you, implementing customer-centric processes, and eliminating frictions and gaps in the customer interactions
      • Improving customer satisfaction, retaining more of your customers for long term and maximizing the customer lifetime value of the loyal customer base
      • Supporting customers across all channels, devices, and screens, bridging the silos of knowledge, applications, and systems, and connecting all service interactions throughout the customer lifecycle

      We look at five ways Connected Customer Experience enables you to build a sustainable competitive advantage and maximize customer lifetime value.


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      3 min read

      The impact of Service Technician on Warranty costs.

      A Service Technician can affect your Warranty costs more than you think. The decisions and actions by a Service Technician (Tech) have a very significant impact the cost of warranty repairs. To reduce warranty costs, warranty and Service departments need to pay more attention to enabling the Tech to make right decisions, capture accurate information, and perform the repairs efficiently.


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      3 min read

      5 Key factors to enhance OEM and Supplier collaboration on Warranty

      Product OEMs and Parts suppliers agree that more collaboration is needed to reduce warranty costs and improve quality. These five key factors can help to enhance communication and collaboration between OEMs and their suppliers:


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      3 min read

      Top 5 enabling technologies transforming Service Parts Management

      Major technology advancements such as Mobile, the Internet of Things (IoT), 3D and smart machines are creating opportunities for companies to provide innovative solutions to elevate customer experience and drive Service Parts sales.


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      6 min read

      Why is Warranty considered a cost center but Marketing is not?

      Companies spend on average 11% of revenues on marketing and 1.5% of revenues on Warranty. Despite the higher cost of marketing, why is warranty considered a cost center, but marketing is not.


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      1 min read

      Improve Product uptime and Customer Satisfaction with Inspections

      Many asset-intensive industries have used Pre-Delivery and regular Service Inspections to ensure product uptime and customer satisfaction.


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      2 min read

      Parts Insights: How many systems does it take to change a Part?

      When a service technician needs to change a part to repair one of your products, how many systems does it take to ensure that right part is available at the right place and time?


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      3 min read

      Orchestrating the Own stage of Customer Journey

      Gartner has identified that the new buyer’s journey encompasses three simple, but intimately related, parts: Buy, Own, and Advocate. In the article "Improve the Customer Experience by Knowing the (New) Customer Journey, Gartner analyst explains "Today’s customer buying journey spans buying, owning and advocating. It is progressive so that if brands do the right thing in the buy and own stage, they earn customer advocacy."


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      5 min read

      10 Best practices to deliver customer support excellence in the durable goods industry.

      Companies are increasingly focusing to become more customer-centric and elevate customer experience to improve customer satisfaction, loyalty and life-time value.  Durable goods companies that provide high value and complex products face unique challenges. Experts at mize, software leader in Connected Customer Experience, have identified 10 Best practices to deliver customer support excellence in the durable goods industry. 


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      5 min read

      The Next Generation Warranty Software to Reduce Warranty Costs

      Over the last two decades, warranty software has been evolving and one can clearly separate this period into three distinct generations of software. Similar to the way the mobile phones have evolved from 2G, 3G and 4G, 2nd generation of warranty was before 2001, then 3rd generation was predominantly driven by web, now the Next generation of warranty is being led by confluence of mobile, cloud, and IoT technologies.


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      2 min read

      Enabling technologies to deliver World-Class Customer Experience

      In “Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way”, New York Times #1 bestselling author, Joseph Michelli, shares how Mercedes-Benz USA leveraged online and mobile tools to enhance the customer experience at all phases of the customer journey.


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      2 min read

      Engaging the Dealer Network to transform your Customer Experience

      Brands rely on independent Distribution/Dealer network to deliver the desired Customer Experience, but have no control over dealership employees and bound by franchise/dealership agreements on what is required of dealers.


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      2 min read

      Warranty Insights: 5 Key Warranty Metrics Every Warranty Manager Should Know


      In addition to the total number of claims and warranty costs, these five key warranty metrics help warranty managers to drive performance and product quality.


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      2 min read

      Warranty Insights: Top 5 Trends in Warranty Systems for 2016


      Companies are leveraging the latest technologies to streamline warranty, improve product quality, and improve service profits. As you make plans for next year, we want to share the Top 5 Trends that can have significant impact in 2016.

      • Increased use of Cloud: CRM has been leading the charge for years to move enterprise software to the cloud. As adaption and usage grows within enterprises, warranty and service managers are feeling more comfortable with having their warranty data in the cloud. Companies are increasingly using Cloud based warranty management solutions as they get additional capabilities without huge upfront investments and realize faster ROI.
      1. Recall/Service Bulletin management:

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      1 min read

      Connect – Engage – Help Your Customers

      In today’s competitive market, customers demand professional support whenever and wherever they need help. Businesses also expect their support teams to work within multiple systems and quickly utilize various processes; all of which create barriers for customer to effectively obtain support for their products and services.


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      1 min read

      Transform Your Customer Experience with Mobile

      Mobile allows for a richer and more personal Customer Experience in today’s market.  Mobility use has enabled consumers to carry the Internet in their pocket anyplace and anytime, while having control and being informed, more social than ever before. Businesses have an exclusive opportunity to stand out, and pull ahead of their competitors, by discovering that mobile devices are not only tools to drive innovation but an environment that can transform customer and employee experiences.


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      3 min read

      The Importance of InboundMarketing

      Marketing departments are continuously evolving their marketing mix towards inbound marketing. It takes a variety of skills to get it right and have a supporting team that can deliver.
      Times have changed in Marketing as a whole from what traditional marketing use to be.

      Below are the types of people and skills needed for a great inbound marketing team.


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      2 min read

      Improving Your Customer Loyalty and Relationship in 5 Simple Steps

      Existing customers are the essence of companies. Lately, marketers have been spending more time on current customers - revamping what customer services really mean. Capitalizing more in customer relationship management (CRM) systems and improving communication with their customers.


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      2 min read

      To Mobile or Not to Mobile

      The world of Internet surfing has expanded over the years. The days of needing a big lumpy PC are far behind us and the Internet has moved from just being at the desk to being in every part of our lives. Internet access has stretched dramatically, with Wi-Fi, and 4G being accessible from 


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      2 min read

      The Internet of Things (IoT) Is Here to Bring Smarter Technologies to Your Organization!

      The Internet of Things (IoT) is not a new “thing” in and of itself, but rather a pervasive resource that may be used to help run your company’s business. What it does is empower you to leverage all of the tools and resources that had previously been available to you; combine them with newer Web-enabled tools, technologies and resources; and help you manage your services organization in real time.


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      2 min read

      Mobile Marketing - Growing beyond what we all imagined

      Did you know “4 in every 5 smartphone users – 96 million in total – accessed content on their device in April 2015” alone. Amazon, which came in as the top retailer with an audience of 59.6 million visitors. Following Amazon were, Wal-Mart, Target and Best Buy in terms of smartphone visitors.

      With nearly 96 million Americans alone, now shopping on their smartphones, this pronounced shift in behavior is simply too large for people to ignore, with the future of their business depending on how well they adapt to the new environment.”

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      3 min read

      Never Underestimate the Power of Content Marketing

      Content marketing, is the creation and sharing of content in order to attract, obtain and involve your readers, and customers. As audiences began to join more niche networks and demand a higher level of interaction with brands online, creating relevant and valuable content that could be shared and consumed across multiple platforms became the number one objective for brands and businesses.

      We can expect to see new content marketing trends emerge and continue to grow – creating an even more dynamic online marketplace.


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      3 min read

      Marketing Trends (Ignoring them can be Hazardous to your Site)

      You can now build and create your own crowd to market and sell to without paying the media gate keepers. The social media networks are at our disposal and with the right strategies and or software; we can create brand alertness and access to influencers and decision makers in boardrooms across the world at any time or any place.

      The freedom to take control of your own marketing comes at a cost. That cost is your time. To be effective, it requires using multiple networks, constant content creation and monitoring and managing. It is something that cannot be done in a day or even a year, it is continuous in order for it to be effective.


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      3 min read

      The Four Pillars of Customer Experience Management

      I recently attended a session focused on mobile marketing. The panel was moderated by Matt Leonard, Director of Traffic Acquisition & Revenue Management, Cruise Critic (part of the Trip Advisor Media Group).

      Panelists included John Bastone, Executive Director, Retail Product Marketing, Catalina, Kim Geralds, Senior Director of Global Digital & Marketing Strategy, Enterprise & Intelligence Solutions, Syniverse, Don Rua, Marketing Technology Strategist, Raymond James and Fred Steube, Senior Director of Emerging Technology, Cox Target Media.


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      3 min read

      Product Registration: On-Ramp for Smarter Customer Engagement

      Product registration is one of the most often used methods for brands to connect with their customers. Registration is the first post-purchase connection that brands have with those who buy their products.

      However, the number of products being registered is painfully low, compared to the number of products sold. Most brands report registration numbers around 10%, leaving 90% of purchased goods unregistered. This same 90% are unknown customers who are not receiving the benefits provided by being connected to brands.


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      3 min read

      Setting Standards: Demystifying Warranty Fraud

      M-W.com defines the word Standard as; “something set up and established by authority as a rule for the measure of quantity, weight, extent, value, or quality.”


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      4 min read

      Comparing Leaders & Laggards in Customer Experience Management

      Harvard Business Review Analytic Services recently released a report entitled Lessons from the Leading Edge of Customer Experience Management.


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      3 min read

      Improving the Cross-Channel Customer Experience

      Temkin Group recently released a report detailing the current state of customer experience management. The executive summary of the report relates that Bruce Temkin and his group surveyed more than 200 large companies and found an abundance of Customer Experience (CX) ambition and activity.


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      4 min read

      Blurred Lines: Integrating Physical & Digital Worlds

      Blurred Lines is a song recorded by American recording artist Robin Thicke for his 2013 album of the same name. The song has been a worldwide hit, topping the charts in Australia, Canada, New Zealand, Ireland, Spain, Germany, the Netherlands, Poland and the United Kingdom.


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      4 min read

      Systems of Engagement Vs. Systems of Record

      Think of almost any brand, and then search your favorite social network to find their name. You’ll easily find them; they’re posting content and information - engaging consumers, in hopes of winning more customers.


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      3 min read

      Mapping the Customer Journey For CEM Success

      A customer journey map is a very simple idea: it's a diagram that illustrates the steps your customer(s) go through in engaging with your organization, whether it is a product, an online experience, retail experience, a service, or any combination thereof.


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      16 min read

      Webinar: Winning Strategies in Customer Experience Management

      Nowadays, people trust recommendations from their friends far more than those they receive from third-party sources. The reach and speed of a single recommendation, particularly when expressed through social media channels, can be either immensely damaging or promotional for a brand.


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      3 min read

      Social Commerce: The Evolution of e-commerce

       Last Monday was my first day back in school after a well-deserved winter break.


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      13 min read

      Voice of the Customer (VOC) | Acting on Feedback

      What are your customers saying about your products? How many bad reviews does it take to deter shoppers? According to a recent study, 64% of customers surveyed said they trusted product reviews from other consumers; but between one and three bad online reviews would be enough to deter the majority (67%) of shoppers from purchasing a product or service.


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      2 min read

      Analytics 3.0 | Systems of Engagement and Systems of Record

      Technology waves like mobile, social, and wearable computing have transformed customer expectations. In this modern age, the world is rapidly moving towards the datafication of everything – including Analytics.


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      4 min read

      Rewarding Consumers: Monetary Vs. Virtual Compensation

      What are the different types of rewards your company offers to consumers?  Is it points, miles, discounts, badges, stamps, cashback or something else altogether?  Most brands view rewards as levers, and utilize them to drive behavior, typically they are used to increase sales and create buzz.


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      4 min read

      Real-Time vs. Right-Time: Engaging Social and Mobile Consumers

      Everyone seems to be asking the same question these days; “How do I engage today’s disengaged consumers?”  Present-day mobile and social consumers don’t watch television shows during standard broadcast hours, they don’t read newspapers, and they surely don’t listen to the radio.  Modern consumers get breaking news, in the minute, from social media networks instead of waiting for the nightly 7:00 PM broadcast.  


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      4 min read

      Three Imperatives for Today: Mobilize, Socialize & Personalize

      If your life is anything like mine you face a daily torrent of information; emails, phone calls, text messages, notifications, status updates, tweets, videos, gifs, and of course requests to play Farmville. 


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      4 min read

      Beyond IoT - The Socialization of Things

      There has been a lot of noise in the channels lately about the Internet of Things.  Many journalists have used the term to put a handle on the concept of smart, interconnected appliances, installed in even smarter homes. 


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      4 min read

      The Intersection of Insights | Mobile, Social & Cloud

      As disruption tightens its grip, taking hold of companies in every industry, the need to transform becomes a business imperative – future strategies will define success or failure. 


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      4 min read

      The Internet of Things: Product Clouds Connect Consumers

      An astounding 150,000 people descended on Las Vegas in January of this year to attend the International CES Show. Over 3,000 vendors rolled out their latest products for the consumer electronics marketplace.


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      4 min read

      Perspective | Providing Value, Helping Consumers to Gain Customers

      In February of this year the Harvard Business Review Blog Network published an article penned by Joe McCambley entitled Stop Selling Ads and Do Something Useful.  The article focused on how brands need to create experiences for customers rather than creating ads.  


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      4 min read

      Perspective | Engaging Mobile and Social Consumers

      Webinar: Thursday April 11, 2013 | 1:00 EST

      We’ve been hard at work on the upcoming mize sponsored Webinar.  It’s centered around engaging today’s mobile and social consumers.  Our lead presenter is Dr. Phillip E. Hendrix, Ph.D., who is both the founder and director of the research advisory firm The Institute for Mobile Marketing Research (immr).  


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      4 min read

      Perspective | How Social Media Influences Purchasing Decisions


      When today's smarter consumers are in the market for something new — a 3D TV, a sweet DSLR camera, or a reliable microwave oven they turn to their trusty smartphone, knowing there's a wealth of knowledge and information to be had.


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      3 min read

      Fastest Way to Deliver Smarter Customer Engagement

      Gartner in its latest findings said that the public cloud market is forecast to grow by more than 18 percent worldwide in 2013, amounting to $131 billion, up from $111 billion in 2012.  


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      3 min read

      Perspective | Smarter Customer Engagement

      Traditional Media Consumption Lessened

      Today’s social, mobile consumers interface less and less with traditional media delivery channels. Smartphone apps have already surpassed the web when it comes to consumer time-spent, and are second only to time spent watching TV. In December of 2012 users consumed an average of 127 minutes a day engaged with mobile apps. That’s a 33% increase over 2011 during which consumers expended 94 minutes daily. In comparison, television viewing habits accounted for a scant 70 minutes in 2012 – barely more than an hour a day. How much will lower will these numbers decline in the years to come?


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