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16-Year-Old Planes, Good Business Sense for Delta
One of the greatest movies of the 1980s was a John Hughes classic called Sixteen Candles. It’s a coming of age story, featuring Molly Ringwald as a high school sophomore struggling through her 16th...
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Irene and Sandy Prove Why Customer Service Matters
In the days and weeks after Tropical Storm Sandy there was a deluge of frustrated East Coasters complaining about the general lack of good customer service, especially from utility providers. Angry...
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Is Big Data the Answer to Pricing Service Parts?
Recent articles addressing the Service Parts Pricing process have touted the utilization of “Big Data” to help companies achieve their potential. However, merely having access to “Big Data” does not...
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Rolling out the Red Carpet for Customers: Why Service Matters
Oscar season just ended, and if you are a movie aficionado like me you may have kept up with all of the red-carpet action. Well recently, I had my own first-hand experience with a red carpet. Was I...
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Why Customer Value Depends on Technical Information
The life of a complex industrial or consumer product can extend for years or even decades. That’s a lot of time for the customer to optimize value through a product. But it’s also an opportunity for...
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Is Shoddy Technical Information Holding Back Your Service Department?
Did you know that nearly half of the average service technician’s day is wasted in unproductive activity? In fact, industry research shows that the typical service organization achieves only a 56...
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3 Key Trends Transforming Manufacturing
In a previous post, Market Shifts and New Technology Spell Change for Manufacturers, I wrote about the external market shifts and technological changes that are reshaping the competitive landscape for...
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Strategy and Service Boost Manufacturing Growth
Top manufacturing firms stress strategy, planning and service, a new study found. Oxford Economics, a research firm, surveyed c-level executives and their subordinates at 300 companies around the world...
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Smart Products and Services Eclipse Old-Style Manufacturing
Things are looking up for the Big Three auto makers. Ford, General Motors, and Chrysler all posted a significant uptick in July sales. But the old-style factories of the Detroit golden era have long...
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How Smart, Connected Products are Reshaping Manufacturing
Efficiently making great products has been the hallmark of manufacturers’ competitive advantage during the past 50 years. But such production-centric strategies have begun to diminish, in part because...
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Products That Last: Extending the Service Lifespan Over Multiple Decades
A recent article on this blog “Billion-Dollar Upgrade for British Army’s Warrior Vehicles” got me thinking about the service lifespan of a product and why it’s important to build lasting products which...
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PLM Syncs Up With Service
For the better part of the last decade, and despite a bigger-picture vision at its onset, Product Lifecycle Management (PLM) has traditionally been stuck in the engineering-specific part of the...
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Owner’s Manual Mistake Leads to Auto Recall
The ultra sleek design of the Subaru BRZ and Scion FR-S is growing popular among sports car enthusiasts and demand for these vehicles continues to rise steadily. Add to that excellent handling and top...
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Apple’s New Ad Campaign Not So Clueless
There’s been a lot of chatter on the internet recently about Apple’s new ad campaign. Some positive and much of it negative. Author and former Apple ad man Ken Segall hates the ads because they “make...
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Cisco Transforms its Field Service Strategy for Increased Customer...
What is the biggest challenge your service organization faces today? Is it inadequate, outdated technology, customer loyalty and retention, or maybe growing competition? Whatever challenges you’re...
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