After a while, even the most innovative product/service lines may begin to lose some of their luster and appeal, ultimately being perceived by the marketplace more as a commodity-like offering, rather than as a unique or differentiated product or service. Classic examples range anywhere from cameras, to computers, to consulting services. What was initially offered to the market as an innovative product or service, without any direct competition,can soon become just another product or service…
Enterprise software solutions are widespread, but not until recently have integrated, multi-function, end-to-end systems been available for global deployments in the Reverse Logistics industry. Many companies involved in Reverse Logistics management including the return of spare parts and/or distressed products have had to deal with a myriad of fragmented, disjointed, and disparate systems to collect, store, and manage key data related to Reverse Lifecycle processes and functions. In short, many firms miss opportunities or incur…
It might surprise you that one of the most interesting statistics my research at Aberdeen uncovered last year wasn’t about the number of AR headsets in use, or how IoT is having a broader impact on predictive service. It was simply the list of top industries researching field service management. The top surging industry — manufacturing — was no surprise, as new service technologies often find their home in manufacturing first. Number two on the…
According to a report released by Field Technologies in November, improving customer experience was reported the #1 strategic initiative for 76 percent of service organizations surveyed. While some of these field service organizations are really embracing CX and implementing a true strategy, others I’ve encountered know that CX is something they should be focusing on, so they claim to have a “CX focus” without much actual strategy or action behind it. Schindler Elevator Corporation is a great…
I was reading a Forrester 2019 Customer Experience (CX) predictions blog last week and this quote stuck out to me, “Meanwhile, customer expectations have been rising slowly but steadily. In the current favorable economy, it’s likely that this movement will continue, pressuring firms to improve CX just to keep from falling back even further. It’s like what the Red Queen said in Through the Looking-Glass: ‘. . . it takes all the running you can…
