Customer Service Blog

James Parker, Pacific Rim Plastics

Customer Service – Your Lifeline to Success

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…

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Steve Sterling, Contributor

Remote Diagnostics is the Coolest Thing Since Sliced Bread

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,…

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John Eklund, Pro Mach

Remove the Barriers to Great Customer Service Experiences

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…

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Steve Sterling, Contributor

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

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…

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Steve Sterling, Contributor

Responsiveness is 99 Percent of World-Class Support

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…

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John Eklund, Pro Mach

On Creating Customer Advocates

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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John Eklund, Pro Mach

50 Things Your Customers Wish You Knew

By John Eklund, Pro Mach


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…

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John Eklund, Pro Mach

Interview with Mark Anderson on ProCustomer

By John Eklund, Pro Mach


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…

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John Eklund, Pro Mach

A Tale of Two Phones

By John Eklund, Pro Mach


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…

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Jack Aguero, Pro Mach

PMMI study lists customer service

By Jack Aguero, Pro Mach


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…

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