 | Posted by John Eklund, Pro Mach |
As we all know, word-of-mouth (or a referral) is one of the best measures of success for any company. If a customer is willing to tell other people about your company in a positive manner…
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 | Posted by Steve Sterling, Contributor |
A number of the equipment manufacturer service managers I speak with are frustrated by the fact they only talk with customers when they experience a problem.
These managers think that machine operators don’t receive enough…
| Posted by John Eklund, Pro Mach |
When we embarked on creating ProCustomer, we had a lot of learning to do to get up to speed on truly understanding and documenting what it takes to offer superior customer service. We had a…
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| Posted by Steve Sterling, Contributor |
I am a firm believer in the role of certification to help people take their experience to an industry recognized level of expertise. I’ve found that those who earn certification have a profound feeling of…
 | Posted by James Parker, Pacific Rim Plastics |
Today’s major companies, for both sides of the table, sometimes focus on cutting cost by eliminating people in their customer service department. This can be the difference between getting your product on time and made…
| Posted by Steve Sterling, Contributor |
I believe that responsiveness is the real key to world class service, particularly in today’s technologically dependent environment. What could be more responsive then than a service organization that can log onto my equipment and,…
| Posted by John Eklund, Pro Mach |
I think we tend to forget that the most critical element in creating a great customer service experience is giving your people the power to make a great customer service experience.
Read it again this…
| Posted by Steve Sterling, Contributor |
It floored me today to read in the PMMI 2009 Customer Attitudes & Behaviors survey that the number one attribute customers look for in an OEM, in addition to the packaging machine, is spare parts…
| Posted by Steve Sterling, Contributor |
Three years ago I interviewed the operations and quality manager at the nation’s oldest continuously operating brewery for an article I was writing on robotics for Packaging World magazine. The brewery used robots to automate…
| Posted by John Eklund, Pro Mach |
Stick with me here, because I’m going to be talking about baby monitors. But I promise I’ll use the example to make a point.
Before we had our first child we researched a lot of…
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