Customer Service Blog

John Eklund, Pro Mach

Remove the Barriers to Great Customer Service Experiences

By John Eklund, Pro Mach | June 14, 2010


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…

Read the rest of "Remove the Barriers to Great Customer Service Experiences", comment, interact, socialize and more »

Steve Sterling, Contributor

Spare Parts Availability Top-Rated OEM Attribute – Who’d Have Thunk It?

By Steve Sterling, Contributor | June 2, 2010


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…

Read the rest of "Spare Parts Availability Top-Rated OEM Attribute – Who’d Have Thunk It?", comment, interact, socialize and more »

Steve Sterling, Contributor

Responsiveness is 99 Percent of World-Class Support

By Steve Sterling, Contributor | May 26, 2010


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…

Read the rest of "Responsiveness is 99 Percent of World-Class Support", comment, interact, socialize and more »

John Eklund, Pro Mach

On Creating Customer Advocates

By John Eklund, Pro Mach | May 19, 2010


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…

Read the rest of "On Creating Customer Advocates", comment, interact, socialize and more »

John Eklund, Pro Mach

50 Things Your Customers Wish You Knew

By John Eklund, Pro Mach | May 6, 2010


The Remarkable Communication Blog has a fantastic article on 50 Things Your Customers Wish You Knew – every point is written from a customer’s perspective, which is a viewpoint we could all stand to take…

Read the rest of "50 Things Your Customers Wish You Knew", comment, interact, socialize and more »

John Eklund, Pro Mach

Interview with Mark Anderson on ProCustomer

By John Eklund, Pro Mach | February 3, 2010


Recently, Pat Reynolds, VP/Editor of Packaging World magazine, got to sit down with Mark Anderson, CEO of Pro Mach, to discuss ProCustomer. Click on the video below to see the interview.

Our thanks to Packaging…

Read the rest of "Interview with Mark Anderson on ProCustomer", comment, interact, socialize and more »

John Eklund, Pro Mach

A Tale of Two Phones

By John Eklund, Pro Mach | January 14, 2010


The world loves an early adopter, but it’s looking like early adopters of the new Google Nexus One phone aren’t feeling the love from Google. Google launched the Nexus One on January 5 of this…

Read the rest of "A Tale of Two Phones", comment, interact, socialize and more »

Jack Aguero, Pro Mach

PMMI study lists customer service

By Jack Aguero, Pro Mach | January 6, 2010


The 2009 Customer Attitudes & Behaviors study from PMMI, www.pmmi.org, has detailed the most desired attributes of packaging machinery manufacturers according to the end users interviewed for the study. Of the top 6 attributes, three…

Read the rest of "PMMI study lists customer service", comment, interact, socialize and more »

John Eklund, Pro Mach

Customer Service in a Flat Organization

By John Eklund, Pro Mach | December 10, 2009


In 1983, on his second day on the job, the new CEO of a company gathered his people and said:

“Tomorrow when you come to work, you do not work for me or for a

Read the rest of "Customer Service in a Flat Organization", comment, interact, socialize and more »

Peter Zepf, Wexxar/BEL

Plan on Three Training Sessions for Peak Operation of a Machine

By Peter Zepf, Wexxar/BEL | November 18, 2009


A customer called us recently to say the machine we installed a month prior had run smoothly at peak throughput and then suddenly started having real problems. We rushed out a service technician and within…

Read the rest of "Plan on Three Training Sessions for Peak Operation of a Machine", comment, interact, socialize and more »

Page 2 of 3123