Customer Orientation as Competitiveness Indicator: ‘Degree of customer orientation’ is one of the 114 indicators comprehensively studied by World Economic Forum (WEF) to arrive at a competitiveness index for each of the participating countries and to update the Global Competitiveness Report (GCR) year after year.…
Organizational Schizophrenia Sucks Customer Service All across the World
Sift through the 400-page WEF’s Global Competitiveness Report 2016-17, to see how each participating country fares on ‘degree of customer orientation’ and you get a picture that leaves much to be desired (infographic). Ranking of countries on ‘customer orientation’ is…
“Customers don’t care how much you know, until they know how much you care”
Knowledge is great power. That is universally true. For a service engineer of industrial capital equipment also, the biggest pay off lies in his staying ahead in terms of product knowledge and its application. Yet, there is an interesting twist…
4 Ways, a Service Engineer* Can Boost Customer Value (Preamble)
Moments of Truth Jan Carlzon, who became the CEO of the problem-ridden Scandinavian Airlines Systems (SAS)1 in 1981 and turned it around in two years’ time, described various encounters with customers as ‘Moments Of Truth’. He underscores, that a moment…
4 Ways, a Service Engineer* Can Boost Customer Value (1. As Technician)
Service Engineer as a Technician A service engineer is a technician first and last. Customer relationship is, after all, based on the common interest in the product in question. Service engineer’s encounter with the customer stems either from a product under…
4 Ways, a Service Engineer* Can Boost Customer Value (2. As Teacher)
Service Engineer as a Teacher Product- derived service calls for on-site technical support comprise a large part of the demand on service engineers’ time. However, it is not uncommon to find that, quite often, service engineers travel a long distance…
4 Ways, a Service Engineer* Can Boost Customer Value (3. As Salesman)
Service Engineer as a Salesman When we talk of a service engineer also being a salesman for the company, one tends to relate this statement with selling of spare parts. Yes, of course, it is necessary to sell spare parts…
4 Ways, a Service Engineer* Can Boost Customer Value (4. As a Friend in Need)
Service Engineer as a Friend Sudden breakdowns have the potential of creating a chaos and if not attended immediately they can turn into a crisis. These are the situations in which, if manufacturer’s services are needed, they are needed at…
If CEOs Really Wish to Deliver Positive CX, Two Things They Must Do Straightaway.
Tom Hoffman has cited the latest (May 2016), Walker Information/Chief Executive study[i] on ‘Customer Experience’ in his blog ‘What CEOs Really Think about Customer Experience’. It is an interesting coincidence that the findings of this study have a striking sameness…