Service

3 Ways to Make More Money with Manufacturer’s Service

3 Ways to Make More Money with Manufacturer’s Service

For manufacturers the smart way of making more money is through service. Indeed, the days of competing on product innovation alone are long gone. When Apple, one of the best product companies on the planet, announced in 2016 that it makes more money from services than...

How to Find Buried Treasure in Your Business Plans

How to Find Buried Treasure in Your Business Plans

Are you running the rule over your carefully crafted business plans looking for “buried treasure” to help you improve performance this year? Perhaps you are already confident about your prospects for this coming year but need a contingency plan just in case? Maybe you...

10 Steps to Building a Product Support Business

10 Steps to Building a Product Support Business

Some consumers love product support packages as a way of buying into a closer, ongoing relationship their favourite brands. This is an interesting insight. Especially, when you consider that deeper customer engagement and increased customer loyalty represent the “holy...

How Microsoft Failed With These Customer Service Mistakes

How Microsoft Failed With These Customer Service Mistakes

Even the biggest businesses on the planet can make the most basic customer service mistakes. "We’re sorry this sounds like it has been an absolute nightmare"Microsoft UK Facebook Message Microsoft’s stated mission is to empower every person and every organisation on...

How to Drive Better Service Results with Technology

How to Drive Better Service Results with Technology

The service industry is awash with new technology. From smart sensors to field service automation. From virtual assistants to web portals and mobile apps. The common denominator? Making use of real time information to increase service efficiency and improve the...

5 Reasons Why Aftersales Must be More Than an Afterthought

5 Reasons Why Aftersales Must be More Than an Afterthought

In many companies you would be forgiven for thinking that aftersales are often little more than an afterthought. This is all the more surprising given that the prolonged recession has forced so many companies to re-examine their business models. Organisations really...