The webinar "Improve Your Bottom Line With Better Customer Experiences in the Field" discusses customer experience from both the business to business (B2B) and business to consumer (B2C) perspectives. The Service Council Chief Customer Officer Sumair Dutta and field service management expert Jim Delande explain the value of customer experience. They also provide strategies for prioritizing customers in field service organizations.
Dutta provides insight from Service Council research to get to the bottom of what customers value. Using this data, he demonstrates the importance of effective service and highlights two key aspects of a positive customer experience: ease (of solving problems and getting information) and engagement.
Delande introduces the "Five E's" of service excellence: expectations, engagement, employees, extension, and empowerment. He also explains the importance of having a mobile workforce management system that connects and optimizes processes. Finally, he discusses the benefits of providing excellent customer service.
Tune into the webinar below to learn more about the importance of customer engagement and service. And be sure to note some strategies for customer experience improvement.