Why Customer Education is a Critical Battleground for Service Organizations

Access the full report: Available September 2020

Changes in the service industry are partly catalyzed by customer awareness and the demands of their evolving businesses. However, as technology enables organizations to experiment with different service levels and offer more creative products to their customers, it can then fall to the organization to educate their customer base on the potential that the organization can unlock for them.

A good example of this principle in action can be found in the transition of Rolls-Royce to an Outcome-as-a-Service model, leasing their engines as opposed to their traditional sale and service model. An unfamiliar model that offers advantages to the customer can create the need for greater attention spent on customer education. Once a customer relationship is established, delivering useful metrics and insights to the customer can build on that educational foundation and deepen the relationship.

According to Field Service’s 2019 research report, Bridging the Talent Gap, 37% of service organizations were in the midst of reviewing sensor-equipped products, while another 41% had already made moves to adopt them. Connected products and the data that they will deliver offer a source of insights for service organizations that can deliver much more minute levels of data analysis than what would previously have been possible. This is another area where customer education will come in to play, as the organizations that are the most effective at delivering actionable insights to their customers will gain an important edge.

For those looking for up-to-date information on how service organizations are competing within the realm of customer education, Field Service’s new research paper, Consumer Education- Helping Customers Through More Comprehensive Service and Information Delivery will hold the answers they need.

Access the full report: Available September 2020



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