Category : Manufacturing

Manufacturing

NPS and the Field Tech: The Turning of a Wrench to Cement a Bond

NPS and the Field Tech

Combatting a competitive market is no easy task. A growing concern of many manufacturers is the potential that they no longer have a tight bond with their customers which can withstand upstart competitors or third-party service providers who can eat away at profits. Recent IDC Manufacturing Insights data highlighted that the top business concern for service leaders was declining sales closely followed by a desire to expand into new markets. These two concerns combined demand that manufacturers innovate with new service products, differentiate through enhanced value, and wow current customers and prospects via value-add experiences.

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Manufacturing

Is 100% Customer Satisfaction Worth it for a Manufacturer?

Customer Satisfaction and Manufacturing

This past week, I came across an article which explored how one luxury auto manufacturer looked to achieve 100% customer satisfaction. To me this seems like a goal off a billboard or one found on a motivational poster in a contact center. But this manufacturer truly believes it can and should have this as its target to be measured and be held to account.

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