Great Customer Service
A type of post I do not do often is reviews of businesses. However, I wanted to pass on a great experience with a growing auto service company that is growing throughout the United States – Christian Brothers Automotive (CBA). CBA provides general repair, inspections, and all the services you would expect from a service […]
From Basic to Advanced Services
I came across this exceptional diagram that illustrates the evolution of a servitization model. This diagram succinctly demonstrates how a manufacturer who is product focused can evolve their portfolio into an outcome-based model. The authors divide the evolution into three steps: In a market where digital services have become a strong focus, the authors state, […]
Servitization and Product Lifespan: The Missing Link
Manufacturers have instituted servitization programs across many industries in an effort to recoup service revenue. Under this philosophy, manufacturers position themselves to be the service provider of choice for their own equipment as well as competitors. This method of revenue generation requires a shifting in earning logic. A shift that requires a fundamental restructuring of […]
Net Promoter Score, is it just about score?
Net Promoter Score (NPS) and Customer Weighted Value (CWV) are two commonly used methods that firms use to evaluate their performance. Each system has advantages and disadvantages, which are staunchly defended by the believers in each. We all can envision the need for an organization to receive feedback regarding products or services. Detractors in each […]
National Intern Day
Wishing our Customer Connect Center Intern Elektra Cavazos a very Happy Intern Day. Also, a quick shout out to previous CCC interns Braden Mahurin, Lillian Chiu, and Hieu Nguyen. We are a better organization because of the time you spent with us. We all wish you the best success in your careers!
The Retention Rate Illusion
True or False? A business retains 95% of its customers is always a stronger business than a business which retains only 80% of its customers. Sounds True, right? The correct answer is False. The reason for the confusion lies in the concept of Retention Rate Illusion. Patrick Wierckx in his paper “The Retention Rate Illusion: […]
NAM Roadshow
It was great to reconnect with colleagues at the North America Roadshow 2022. We came together to celebrate our successes and plan our best strategies for the future. Rocky was the theme of the meeting and was a great way to celebrate the past and talk about the future of Hitachi Energy.
“Hump-Day” Conference Call
Few things ar ebetter than welcoming a camel to join a Wednesday Conference call. In the spirit of the GEICO commercials, Jeffrey the Camel, joined our conference call from the Lewis Adventure Farm and Zoo. https://www.visitlewisfarms.com/ Freddy’s friend Tom shared a bunch of interesting facts about camels and why they are such gret anmals to […]
Customer Connect Americas
Customer Connect Americas
