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Customer Journeys 101: Would This Customer Hire You?

As any good manager knows, customer experience has overtaken price as the key decision factor when it comes to buying, and you most likely suspect that what makes people loyal isn’t just the quality of your technical work, but that of your overall service.

However, you’re also a practical person. If you decide to invest in improving the customer’s experience, you need to know where to start and for that, you need a map.

Follow’s Carl and take the first steps towards improving your customer journeys, then take it to the next level with our complete Field Service Customer Journey Mapping guide!

How to Respond to a Bad Review as a Trades Business

Bad reviews happen to everyone. So what can you do about it? How do you get someone to delete their negative review of your company? These and more are all questions we’ll be answering today.

Your plumbing business is amazing. Your HVAC technicians are the best around. Your fire and security office personnel is as organised as possible. You’re doing well, we get it, but thinking that’s enough to ensure you’re never going to get a bad review displays a certain innocence about the modern customer.

The reality is more that you can only do so much to offer a great customer experience, but, at the end of the day, it’s still the customer’s choice whether they decide it was positive or negative. This video will walk you through every step, detailing how to write the perfect answer. For more details, you can also find a downloadable template here.

Ep. 6 | Customers Expect Convenience. How Are You Adapting?

How do field service businesses provide customers with convenience?

In episode 6 of Success in the Field, Jason and Jack are joined by Robbie Trainer from TrueQuote. They’ll discuss:

  • Why customers expect convenience
  • The role of technology and how to best utilise it
  • How quoting can be made more convenient

If you enjoyed this episode, please share it with anybody else you think may be interested using the links to the side. Plus get in touch with us on social media to let us know your own thoughts on customer convenience! You can reach us on: TwitterLinkedInFacebook.

About our guest

Thanks to Robbie Trainer and TrueQuote for taking part in this episode. TrueQuote offer plumbing and heating companies with an easy way to generate new sales leads and offer customers an instant quote from their website. Contact: 0191 249 5879.

Success in the Field

Success in the Field is a video series for field service professionals. Each episode we discuss the rapidly changing field service industry and how you can accelerate your business’s success in the field. Make sure to subscribe to stay up to date!

Ep. 2 | How Does Communication Impact Customer Journeys?

How does communication impact customer journeys?

Jason and Jack are back as they share their thoughts in episode 2 of Success in the Field. You’ll find out:

  • How to get the most out of automated customer communications
  • How we see communication methods evolving in the future
  • Why it’s important to walk in your customers shoes

If you enjoyed this episode, please share it with anybody else you think may be interested using the links to the side. Plus get in touch with us on social media to let us know your own thoughts on communication! You can reach us on: TwitterLinkedInFacebook.

Success in the Field

Success in the Field is a video series for field service professionals. Each episode we discuss the rapidly changing field service industry and how you can accelerate your business’s success in the field. Make sure to subscribe to stay up to date!

Ep. 1 | How Do You Improve Customer Journeys?

How can field service businesses improve customer journeys?

Join our very own field service experts, Jason and Jack, as they share their thoughts in Commusoft’s first episode of Success in the Field. You’ll learn:

• What makes a positive or negative customer journey?
• How customer journeys impact overall customer experience
• Examples of how you can improve customer journeys

If you enjoyed this episode, please share it with anybody else you think may be interested using the links to the side. Plus get in touch with us on social media to let us know your own thoughts on customer journeys! You can reach us on: TwitterLinkedInFacebook.

Success in the Field

Success in the Field is a video series for field service professionals. Each episode we discuss the rapidly changing field service industry and how you can accelerate your business’s success in the field. Make sure to subscribe to stay up to date!