{"id":6241,"date":"2017-08-02T17:30:14","date_gmt":"2017-08-02T22:30:14","guid":{"rendered":"https:\/\/www.openintl.com\/ambienteWordpress\/?p=6241"},"modified":"2022-09-22T14:59:40","modified_gmt":"2022-09-22T19:59:40","slug":"field-service-improving-customer-experience","status":"publish","type":"post","link":"https:\/\/www.openintl.com\/ambienteTrabajo2\/field-service-improving-customer-experience\/","title":{"rendered":"The critical role of field service in improving the customer experience"},"content":{"rendered":"\t\t
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Customer experience has become a cornerstone of business performance due to the high cost of customer churn; with field service being a critical component of this experience. Every interaction is an opportunity to shape a customer\u00b4s perception, so a top performing company must drive satisfaction in its field service to set a precedent for the entire customer journey.<\/h3>

Customers are nothing like what they used to be decades ago. Starting in 1990, when we entered the age of information, there has been a power shift from service providers to consumers. With online reviews, social networks, and mobile web access, it\u2019s easy for customers to find out anything they want to about a company\u00b4s products, services, competitors, and pricing. Customers are now more empowered than ever and they are educating themselves thoroughly before each purchase; they are engaging with companies via any channel they prefer and expecting a consistently excellent\u00a0service.<\/p>

According to Esteban Kolsky, founder of thinkJar, a customer strategy consultant, “If customers are not satisfied, 13% of them will tell 15 or more people of their dissatisfaction”.(1)<\/sup><\/a> Negative experiences tend to create stronger memories than good ones, and there is no publicity more effective than word of mouth. Kolsky also states that: “67% of customers claim that a bad customer service experience is the primary reason for ceasing to use a service\u201d.\u00a0This is particularly important for a company\u00b4s performance given that attracting\u00a0new customers can cost 6 to 7 times more than retaining\u00a0existing ones and the probability of selling a new service to an existing customer is 5 times higher than selling the same service to a prospective customer.(2)<\/sup><\/a><\/p>

In a study published in 2015, it was revealed that from 2007 to 2014, companies in the top ten of Forrester\u00b4s customer experience index outperformed the S&P 500 by over 35%.(3)<\/sup><\/strong><\/a><\/h4>

\"Field<\/p>

Customer experience has emerged as the new competitive battleground and one of the new great frontiers for innovation. In both the utility and telecommunication industries, field service involves multiple key customer interactions such as service installation, maintenance, cancellation, reconnection, and repair. For this reason, many companies interested in improving customer service are focusing on their field operation.<\/p>

The two most essential factors that customers consider when gauging their satisfaction with a field service visit are agility and timeliness. According to Forrester Research, “73% of consumers say that valuing their time is the most important thing a company can do to provide good service\u201d. In addition to expecting a quick service, customers evaluate the expertise displayed by the field technician, their attitude, the quality of the tasks performed, \u00a0the amount of information provided and the general perception of a fulfilled commitment. Therefore, not only is a field worker\u00b4s technical ability important, but also their ability to interact with customers, as great personal interactions during repair and maintenance contribute significantly to building customer loyalty.<\/strong><\/p>

The experience a customer has with their field technician will mold their opinion about the company, and these opinions tend to stick. Moreover, beyond shaping their customers\u2019 perceptions, utility companies must also comply with increasing regulations that protect consumers, which often include standards for response times and quality of service.<\/p>

Running field operations using automated processes based on real-time customer information is essential for developing good relationships with customers. Utilities and telecommunication companies that focus on improving their customer experience will be in a much better position to survive the intense pressures of their markets and create key points of difference which entice customers to choose and stay with their service. Investing in technology which improves customer experience through field service is a winning strategy that can drive competitive advantage and secure long-term market survival.<\/p>

\u00a0<\/p>

(1)<\/sup><\/a>\u00a0Esteban Kolsky.<\/strong> Customer Experience for Executives.<\/em> Retrieved from https:\/\/www.slideshare.net\/ekolsky\/cx-for-executives<\/a>\u00a0<\/strong><\/p>

(2)<\/sup><\/a> Watermark.<\/strong> Watermark Customer Experience ROI Study.<\/em> Retrieved from http:\/\/www.watermarkconsult.net\/docs\/Watermark-Customer-Experience-ROI-Study.pdf<\/p>

(3)<\/sup><\/a> Forrester.<\/strong> \u00a0Forrester\u2019s Top Trends for Customer Service In 2016. Retrieved from http:\/\/blogs.forrester.com\/kate_leggett\/16-01-06-forresters_top_trends_for_customer_service_in_2016<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"","protected":false},"author":89,"featured_media":6253,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[60],"tags":[],"class_list":["post-6241","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-industry-articles","generate-columns","tablet-grid-50","mobile-grid-100","grid-parent","grid-33"],"acf":[],"yoast_head":"\nThe critical role of field service in improving the customer experience | Open Intelligence<\/title>\n<meta name=\"description\" content=\"The customer experience has become a cornerstone of business performance due to the high churn 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