Servitization is likely a familiar term to many field service organizations as leading companies around the world, from aerospace to oil and gas exploration, move from a traditional product-centric delivery model to a more service-centric one. In a global, commoditized economy, successful companies understand the need to differentiate themselves through service delivery. In fact, according Read more
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Quick; think of a business that provides excellent service each time you interact with them. Are you likely to remain loyal to their brand? Have you raved about them to your friends and family? Chances… Read more
It’s a changing and challenging world for service-based organizations. Expansion into larger and even global markets brings with it a host of new concerns such as unfamiliar expectations, different… Read more
No date is more crucial to the value of your brand than a deadline. Whether you hit it or you miss it, your clients’ perspective on what you offer them and how you stack up against your competition… Read more
Collaboration is a mainstay of successful business interactions. By integrating talents and resources across individuals, teams, and even companies, you’re able to build on strengths to create success… Read more
As you initiate any project of sufficient complexity or scope, balancing resources across both your organization and the lifecycle of the project is key. In this post, we’re going to discuss elements… Read more
Originally published on spiresearch.com/spiglass by: R. David Hofferberth, PE The global economy has been on a wild ride over the past couple years. Uncertainty in all regions, heightened by Britain’s… Read more
A well-tuned contact center is a lot like an orchestra. It hums along gracefully, improving attitudes and adding value to the rest of your business. I made this connection last December, while watching… Read more
Not all customers are happy. And some of those unhappy customers might be yours. Customer satisfaction is at a 9-year low, according to a recent report. For anyone in the service industry, this probably… Read more
You may not realize it, but your customers might have the best perspective on who should be your company’s next CEO. Understandably, they want the person at the helm to have the customers’… Read more