We all know the human condition is based on reciprocity; if you pass someone on the street and smile or head nod, you want a smile or head nod back. We’re social animals. We want to be acknowledged and treated well.
That’s the core of good customer service — but good customer experience, which involves a company really thinking about the different steps and touch points in a process, goes a few steps beyond that.
We put together The critical role of field service management in customer experience to showcase research around the topic, and to provide you with a baseline case for getting started on customer experience design (provided you haven’t yet) or furthering your existing efforts
You can download it — use it as a guidebook to the experience process and its value (the “why” of doing it), and if you have any questions, don’t hesitate to contact us to discuss how customer experience relates to field service even more.