3 Causes of Bad Field Service | ServicePower | Innovating Field Service

We talk frequently about customer service on this blog and in conjunction with our software solutions -- with good reason. There can be a fine line between customer retention and customer attrition, and it is one expensive line for service organizations. In fact, analysts from Genesys report that poor customer service results in estimated $83 billion loss per year. Additionally, 89% of consumers began doing business with a competitor due to a poor customer service experience (Oracle Customer Experience Impact Report). With these statistics, does it surprise you to read that last year (2013), 40% of the Customer Service Hall of Shame by MSN money, were field service organizations? What gives?

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Delight Your Customers the ServicePower Way | ServicePower | Innovating Field Service

Sometimes, the phrase “delight your customer” can feel complicated all on its own, without the daunting task of actually doing so. Customer delight has become a focal point of every service oriented company, due in large part, if not entirely, to the rapidly growing technological landscape and its ability to feed a consumer behavior we have come to call instant gratification.

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