Historically, education services professionals have shied away from incorporating free offers into their business strategy, which is likely due to common misconceptions about what “free” actually means. There’s a big difference between something that is free by design and something that is free by discount, but both offers can benefit your business when applied correctly. In this post, I’ll explain how free offers can fit into your pricing strategy and open up new opportunities to grow your customer base.
“Picasso had a saying ‘good artists copy, great artists steal’ and we have always been shameless about stealing great ideas” – Steve Jobs
I already know what you’re thinking; we’ve all been taught since a very young age that stealing is bad. We place a lot of greatness on the innovators, the people who came up with the new idea, saying, “We don’t copy, we create. We don’t follow, we lead.” Unfortunately, this inability to adopt game changing ideas and incorporate them into our daily operations simply because it “wasn’t invented here” can slow us down, and inhibits company growth. In this post, I’ll show you why it’s okay to shamelessly steal, as long as you give credit of course, and why it’s a great way to quickly drive breakthroughs within your organization.
It’s pretty ironic that the simpler and more elegant a solution is for your customers, the more difficult it is for you to consistently deliver on that promise. This is particularly true when you provide services in the “cloud” or depend on other company’s clouds to deliver your offerings.
In a world where customers increasingly judge your support against best-in-class consumer support, how do we support executives give customers a superior experience, employees a rewarding work culture, and continue to scale massively, all without breaking the bank?
TSIA's third annual knowledge management survey is complete, and the results clearly show how difficult it is for companies to get the people, process, and technology of knowledge management (KM) right. I am currently working on the findings, and will be publishing two research reports as well as presenting the findings in my Power Hour presentation at our upcoming TSW 2015 Service Transformations conference in Las Vegas this October. Here's a sneak preview of a few early findings.
online knowledge base
About six weeks ago, I shipped a piece of art via a highly reputable shipper. I will spare you the details of this fiasco, but needless to say, for a company prides itself in its branding as delivering the highest level of customer experience, I have to wonder how much truth there is behind their claim. My misfortune brings up the point that every company looking to maintain a good reputation with their customers should always be asking themselves, "Would our customer experience be considered positive or negative?"
customer experience mapping,
customer journey mapping
The technology industry is not only transforming itself, but in a great many ways is the catalyst for transformations taking place across many other industries. From manufacturing to retail, traditional media to social media, community medical clinics to hospital surgeries, construction to home management, there seems to be no sector of our economy exempt from technology-driven disruption and transformation. As TSIA’s new vice president of customer success research, I’d like to introduce myself by sharing some thoughts on where customer success fits into this dramatic shift, and what we can look forward to in the future.
At TSIA, we are dedicated to helping services organizations both large and small grow and advance in the technology industry. We’d like to take the opportunity to welcome this month’s newest members, as well as acknowledge companies already a part of the TSIA community who have recently expanded their membership to include additional service disciplines TSIA has to offer. Here’s a little bit about each company, in their own words.
New TSIA Members
In my previous post in this three-part blog series, I talked about how the state of the industry is affecting professional services and outlined the three capabilities professional services organizations (PSOs) need to develop in order to stay ahead, starting with new offer development. In this post, I will go over the next capability on the list and why it’s so crucial to the future success of a PSO: adoption playbook.
In this three-part blog series, we’ve gone over the capabilities you’ll need to develop before providing customer outcomes, as well as ways to determine how your customers measure success. To continue with the theme of answering the question “What’s most important to your customers?” the final installment in this blog series will cover how your organization can offer, and monetize, adoption services to ensure your customers are not only reaching their desired outcomes, but are doing so in the most effective way possible using your technology and your services.
service revenue generation,
On the surface, smart, connected products threaten to make the need for on-site service obsolete. Embedded technologies will phone home and signal either a firmware upgrade or generate an automated service request for a customer-replaceable unit as part of an advanced exchange program. Although this is happening more and more and will undoubtedly continue in the future, hardware companies will always need a field service engineer to go on-site at a customer’s location. The question is how to best to use this tremendous organizational resource in a way that helps the company during the B4B transformation? In this final installment of our 10-part blog series about how IoT is impacting Hardware and Industrial Equipment companies, we’ll be talking about how you can leverage your field service workforce in new and exciting ways.
field service engineer,
Industrial Equipment and Technology,
internet of things,