Over 300 attendees, representing more than 75 companies and 12 vertical industries, gathered at the Eden Roc Nobu hotel in Miami Beach for ClickConnect 2018, ClickSoftware’s global customer conference. The three-day event brought together Click customers, partners, and employees for a series of presentations covering customer stories, product road map, maximizing the value of Click solutions, and much more.
Attendees enjoyed the sunny beachfront surroundings as well as a rooftop opening reception and sunset cruise around the Miami harbor. We’ve rounded up some key takeaways that emerged from the presentations and conversations that took place at ClickConnect this year.
- Field service is mission critical
The theme of this years’ ClickConnect was “Lead with Service.” For most of our customers, this is not just a mantra, but a daily reality. From maintaining essential infrastructure, to conducting critical repairs, to delivering in-home healthcare to the most vulnerable patients, field service providers are the heart of their companies, doing work that truly matters. Because of this, there is little room for error or downtime, and it’s important to keep striving for increased responsiveness and efficiency. Click solutions play an integral role in the ability of service organizations to deliver on their commitments, and we take seriously the responsibility of supporting world-class service leaders like you.
- IoT is becoming integral
The Internet of Things was top of mind during a customer panel discussion, and it’s no surprise. With everything from smart thermostats and doorbells to refrigerators becoming more common, we expect increased proliferation of IoT enabled devices in homes and businesses in the next five years. For field service providers, this will be both a boon and a challenge. The challenge is being able to collect, harness, and act on the voluminous data provided by smart devices. One of the biggest benefits will be the ability to predict and prevent breakdowns before they happen, and remotely diagnose and repair—or empower the customer to—without incurring the cost of a truck roll.
- Everyone is talking about customer experience, but not everyone is measuring it
Customer experience was expressed as top of mind for many field service executives in attendance, but during more than one informal poll, when asked who is measuring NPS or customer satisfaction, very few hands were raised. In a metrics-focused practice like field service, where seconds and cents translate into major gains and savings, there is still ample opportunity to measure and operationalize customer satisfaction and sentiment.
- “Fine” is the F-bomb of customer service
Customer service expert extraordinaire Shep Hyken delivered an impassioned keynote during which he stressed how inadequate it is to merely satisfy customers because even satisfied customers leave. A customer who thinks their service was “fine” is already disengaged. But Hyken offered a recipe for service that creates fiercely loyal customers:
- Create a customer-focused culture in your company
- Demonstrate knowledge about your customer and competence in your field
- Create confidence by following through on commitments
- Communicate to learn more and manage expectations
- Allow no “moments of misery” and take ownership when there is a problem
- Provide convenience and reduce friction
- Under promise and over deliver
- Always say “thank you”
With dozens of sessions and presenters from all over the world, there was far more content that can be captured in one brief summary. However, all attendees will be receiving access to every single presentation deck.
Although we’re already missing the palm trees, blue waters, and sunshine, we are energized by the time with our customers, learning from and celebrating their successes, and ready to keep innovating and planning for ClickConnect in 2019.