Tag Archives: customer expectations

Field Service Organizations Are Burdened With Incompatible Business Models

Field service organizations encompass two distinct business models that are intrinsically incompatible, yet the norm. How is this possible, and how can service organizations reconcile these models? I’ll start by explaining the business models that…

Video Alert: DIRECTV on Using NPS to Deliver on Customer Expectations

At a presentation during Field Service USA in Palm Springs last year, Dave Baker, Senior Vice President of Field Services, DIRECTV told an audience of captive service and support field service managers that in order…

UPS, FedEx Finds Pain in the Supply Chain

Americans awoke Wednesday morning with gifts missing under their Christmas tree. Reports say package delivery companies are to blame. In the face of unexpected volume, UPS and FedEx failed to deliver packages by the guaranteed…

DIRECTV on How Remote Diagnostics Today Will Save You Money Tomorrow

Accounting for 13,600 technicians across all 50 states could prove to be a difficult feat for even the most seasoned Field Service exec, but for Dave Baker, it’s just another day at the office. One…