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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.

      • Registering the refrigerator for warranty support.
      • The water filter needs to be changed every six months.
      • A few years down the road, you might need a new part or a repair.
      A manufacturer that can provide exceptional after-sale support in all of these areas can add plenty of additional revenue:
      • Customers will remain loyal and provide positive word-of-mouth.
      • The brand will earn recurring revenue from parts.
      • The brand can earn additional revenue from extended warranties and service plans.
      I recently partnered with Ashok Kartham, CEO of Mize, to facilitate a webinar on how to transform a customer service culture into one that consistently delivers these results.

      About Mize

      Mize enables durable goods manufacturers to better serve customers throughout the customer journey. The goal is a seamless customer experience through various critical moments. For example:
      • Warranty registration
      • Ordering parts
      • Scheduling service
      • Handling returns
      • Managing service plans
      Mize serves a wide range of industries including appliances, automotive, and heavy equipment.

      The Webinar

      Kartham kicked things off by sharing some of the benefits manufacturers can achieve by offering a seamless customer experience. He cited several examples where companies leveraged Mize's suite of products to stay better connected to customers and drive greater loyalty and revenue.

      Next, I shared three steps that brands can take to develop a customer-focused culture:
      1. Create a customer service vision.
      2. Engage employees with the vision.
      3. Align the business around the vision.

      We wrapped-up the webinar with an extensive Q&A, tackling questions on a wide-range of topics such as gaining executive buy-in and leveraging technology to enhance a service culture. Mize generously offered an Amazon Kindle copy of my book, The Service Culture Handbook, to all webinar participants. The book provides step-by-step guidance for implementing a customer-focused culture.

      You can watch the full webinar here.


      Here are a few resources to help you transform the customer service culture in your organization: Source:

      Jeff Toister