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...
You will be hard pressed these days to find the words “extended warranties” writ large in store or online or uttered by your friendly sales assistant. But wait, there is more to this than meets the eye. If you are making any major purchase, whether it be a car, a...
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...
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...
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...
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...
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...
