Customer experience is how your customers perceive their interaction with your company, and it is fundamental to every business.
So how do you excel at customer experience?
In this episode, Dennis Sadlowski, a CEO & Outside-In Leadership expert, discusses the roadmap to attaining the best customer experience. Dennis shares how teams have an advantage over their competitors by incorporating an outside-in leadership approach.
Dennis discusses:
The outside-in leadership concept in detail
How outside-in leadership affects field service in a positive way
Why it is important to connect every employee in the company to the customer experience
Dennis Sadlowski is an accomplished Chief Executive Officer, Board Member, Outside-In Leader and C-suite Advisor serving domestic and international businesses. He has led public and private equity companies globally, in various industrial manufacturing and services industries. Mr. Sadlowski served as the CEO of Siemens Energy and Automation, a $4 billion, 12,000-employee operating company of Siemens AG. He also served as the CEO of CECO Environmental, CEO of International Battery, and COO (North America) of LSG Sky Chefs. Mr. Sadlowski holds a BS in Chemical and Nuclear Engineering from the University of California, Berkeley and an MBA from Seattle University.
As field service businesses come to terms with the recession – investing in technology, specifically AI technology can be a cost-cutting opportunity.
In this episode, Rob Freedman, Head of Growth Marketing at Zuper, maps out the biggest growth opportunities during the recession for companies in the field service industry. Additionally, he shines a spotlight on the charity, “The RainShine foundation”, what they do to support different communities and how the idea started.
Rob discusses:
How the digitization of Zuper’s processes and work orders reduce costs for businesses
The 3 Ways field service management software can enhance growth
Native integration and syncing with all of your business tools
How to save money on fuel costs with machine learning and AI-powered intelligent dispatching and routing
The story behind starting the RainShine foundation
Rob Freedman is a marketing executive and consultant with over 15 years of experience. He loves growing brands, developing all-star teams, and helping people achieve their professional and personal goals. Rob is a frequent contributor to articles on digital marketing trends, team leadership, and branding. As if all that weren’t enough, he also has two daughters to keep him busy! He spends his free time listening to music (he’s got eclectic tastes), traveling (he’s been everywhere from San Francisco to Kampala), reading books about the latest innovations in business, or drinking coffee (black).
The field service industry is experiencing a massive opportunity for growth in 2023.
As the industry moves forward, service leaders and technicians will need to strive to make data-driven decisions that will move them in the right direction.
In this episode, Michael Israel is joined by Wael Mohammed, EVP of Strategy at Field Nation, to talk about how the data from the work Field Nation performs helps companies scale back or scale up when needed. Wael shares some of the insights from the valuable data of the 2022 operations and how it can help inform the field service community and customers.
Wael discusses:
How the shift in IT and telecom needs has diversified labor sourcing strategies
Why it’s better to adapt to move from a fixed expense structure to a variable expense structure
How Field Nation’s data insights are helping its customers increase their service capabilities to expand their growth
Wael Mohammed is the Executive VP of Product Management at Field Nation.He has a passion for identifying innovative concepts and transforming them into viable market solutions. With 25+ years of experience that span several industries across the B2B and B2C spectrum, Wael enjoys inspiring, mobilizing, and leading Product and cross-functional teams to deliver innovative technology products that make significant market impact.
With the change in consumer expectations, there is a substantial investment in IT and telecom infrastructure to support the digital customer experience. As a result, the demand for skilled technical labor as a fast, convenient cost-cutting option has risen.
In this episode, Michael Israel sits down with Mynul Khan, CEO of Field Nation, to discuss his company and how it has been able to meet the demand for technical labor, manage macroeconomic obstacles and reduce overall costs for companies.
Michael and Mynul discuss:
What the impetus was for founding Field Nation
How Field Nation got into the overall field service landscape
How Field Nation is helping businesses through this inflationary period
Mynul Khan is the founder and CEO of Field Nation. Khan graduated from St. Cloud State University, where he developed an affinity for business start-ups. After selling his first venture, Khan launched Minneapolis-based Field Nation in 2008, when he identified the emerging contingent workforce trend.
Field Nation is not Mynul Khan’s first startup, but it is the one into which he has poured all of who he is. Mynul is the Founder and CEO of Field Nation; the leading online work marketplace for connecting people to get work done. His programming and data analyst background, as well as a honed “growth hacking” business acumen, combine in the form of a humble and soft-spoken man who is uniquely driven.
Enhancing the customer service experience is really all about exceeding expectations. Going above and beyond for your customer leaves them feeling delighted and satisfied — ultimately building the customer Loyalty you want.
In this episode, we build on last week’s conversation about the concept of completed service work with executive coach and founder of The Nour Group, David Nour.
David Nour and Michael Israel expand on completed service work and the activities involved in delivering an effective customer service experience that leaves a positive impact on customers.
David and Michael discuss:
How misaligned expectations can cause customer relationships to go bad
What “best of breeds” is and how it relates to completed service work
Why data has become the new renewable energy
The total completed service work ecosystem and what it entails
How to exceed expectations by adding value to your current customer service processes
A senior leadership/board advisor, educator, executive coach, and bestselling author, David Nour is internationally recognized as the leading expert on applications of strategic relationships in profitable growth, sustained innovation, and lasting change. A Forbes Leadership contributor on the Future of Work and an Inc. contributor on Relationship Economics, Nour’s unique insights have been featured in various prominent publications, including The Harvard Business Review, The Wall Street Journal, The New York Times, Fast Company, Huffington Post Business, Entrepreneur, and Knowledge@Wharton. He’s also the host of the popular Curve Benders podcast.
Born in Iran, Nour immigrated to the U.S. as a teenager with $100, limited family ties, and no fluency in English. He graduated from Georgia State University with a bachelor’s degree in business management and went on to earn an Executive MBA from the Goizueta Business School at Emory University. He resides in Atlanta, GA, with his family.
Completed Service Work is a lot more than providing service to customers when things need fixing. It’s a very strategic aspect of the business if performed correctly can set your business apart from your competitors.
In this episode, Michael Blumberg, the President and CEO of Blumberg Advisory Group, Inc. and David Nour, the author of Relationship Economics® join Michael Israel. The trio discusses how completed service work elevates service professionals and businesses. They explain in detail the importance of using field service management to build meaningful relationships with customers.
Michael & David discuss:
How great completed service work can elevate your business above your competitors
The importance of having a mentor
How field service management helps build meaningful relationships with customers
Definitions of Net Promoter Score (NPS) and sentiment analysis
How predictive data can be used as a leading driver of customer relationship
Different ways companies can empower their employees to go the extra mile for their customers
Michael Blumberg is the President of Blumberg Advisory Group, Inc., a research and consulting firm in the field service industry. Michael’s firm provides clients with strategic guidance and tactical assistance for improving the overall profitability and quality of field service operations through procedural and systemic improvements and optimized service marketing strategies. Michael is a prolific author and frequent speaker at industry events and conferences.
About David Nour:
A senior leadership/board advisor, educator, executive coach, and bestselling author, David Nour is internationally recognized as the leading expert on applications of strategic relationships in profitable growth, sustained innovation, and lasting change. The author of eleven books, including bestsellers Relationship Economics® (Wiley) – forthcoming in its 3rd edition, Co-Create (St. Martin’s Press), and Curve Benders (Wiley, 2021), Nour serves as a trusted advisor to global clients and coaches corporate leaders. He is an adjunct professor at the Goizueta Business School at Emory University and was named to the Global Gurus Top 30 Leadership Professionals and the Thinkers 50 Radar Class of 2021 lists. A Forbes Leadership contributor on the Future of Work and an Inc. contributor on Relationship Economics, Nour’s unique insights have been featured in various prominent publications, including The Harvard Business Review, The Wall Street Journal, The New York Times, Fast Company, Huffington Post Business, Entrepreneur, and Knowledge@Wharton. He’s also the host of the popular Curve Benders podcast.
Born in Iran, Nour immigrated to the U.S. as a teenager with $100, limited family ties, and no fluency in English. He graduated from Georgia State University with a bachelor’s degree in business management and went on to earn an Executive MBA from the Goizueta Business School at Emory University. He resides in Atlanta, GA, with his family.
There is no doubt that HubSpot is one of the leading CRM platforms for scaling businesses.
One of the main reasons HubSpot has managed to stay the course in a competitive industry is because of its ease of integration with many other solutions and applications such as Zuper FSM.
Michael Israel and the Zuper team take the show on the road to Boston for the Hubspot Inbound 2022 Conference in this episode. He gives us a sneak peek into the events and discussions at this conference and shares the highlights of Zuper’s partnership with HubSpot.
Michael discusses:
Zuper’s integration with HubSpot
The conference that led him to join the Zuper team
The speakers and events at the Inbound 2022 conference
His experience visiting Boston now as a former resident of the city
Did you know that we’re currently in the midst of our Fourth Industrial Revolution?
The Fourth Industrial Revolution is a period of rapid transformation across industries, societies, and nations. Technology, connectivity, and automation have been at the forefront of this revolution.
In this episode, We make a virtual stop in the UAE to speak with Wajid Zakir, Co-Founder and Director of Quiz Infomatics. He discusses how the UAE is gearing up to lead the Fourth Industrial Revolution, some challenges businesses face when transitioning from traditional to digital, and strategies to overcome them.
Wajid discusses:
The three initiatives driving the Fourth Industrial Revolution in the UAE
Five strategies for successful digital transformation
COVID’s impact on technology adoption in the UAE
How companies could grow in a competitive market with digital initiatives
The need for education in field management tools and their implementation in every industry
Wajid Zakir works with clients to help them transform their way of doing business. He uses technology to enhance customer experience, improve business processes, optimize costs, and maximize the use of tech opportunities.
The best businesses are created when you’ve identified a problem that needs solving. Our guests this week found their niche in the landscaping market as a result of their own frustrating experiences.
In this episode, Ben Souva and Jacob Krum, the founders of Trim Landscaping, join Michael Israel to discuss the circumstances that made them start a landscaping business. They explain the usefulness of different technologies in solving the operational inefficiencies and business challenges that were getting in the way of achieving their goals.
Ben and Jacob address:
How they reinvented and modernized the way landscapers operate and manage their businesses
Their journey of how they started vs. where they are now
What to look for in a technology partner that helps with scaling your business
When it comes to growth and development strategies, Ben Souva never fails to bring his innovative approach to the table.
Ben used his extensive business development experience to develop new solutions for the back-end operations of his local landscaping business. Within one year of implementing Saas and Enterprise strategies, he saw business revenue increase by over five times its yearly average.
Today, Ben is proud to help landscapers around the country improve their operations, grow their revenues, and find success doing what they do best!
About Jacob Krum:
Jacob Krum is a true magician in the world of business. A proven, passionate entrepreneur with an innate and unique ability to quickly assess and advise on growth strategies, Krum has demonstrated his expertise throughout his career by rapidly scaling multiple businesses from zero to over $650K MRR in as little as one year.
Combining his love for real estate with his drive to grow ventures, Krum is the owner and operator of Nvest realty. This firm identifies, targets, and purchases residential properties in the Phoenix metro area to renovate into profitable vacation rentals. Since its inception, Nvest has hosted more than 600 groups at Nvest branded assets. Forward-thinking and synergy-focused, Nvest added a burgeoning landscaping business to its portfolio in 2020 and has increased its gross revenue by more than 1,300% in its first year.
Embracing new technologies, software solutions, and automation of workflows can be daunting for many businesses.
Lumio Intelligence is one of Zuper’s premier partners that helps small and medium enterprises integrate value-added ecosystems into business operations, allowing a faster return on investment and a better automation process.
In this episode, Michael Israel sits down with Melanie Maquet and Israël Fontaine. Melanie is the CEO and founder of Lumio Intelligence, and Israël is the solutions architect for Zoho and Zuper implementations. Together, they unpack the type of clients they help and how they distinguish themselves by meeting the challenges of digital transformation.
Israël and Melanie discuss:
How they started Lumio Intelligence and the services they offer
Ways Lumio Intelligence specializes in integrating Zoho, QuickBooks, Google, and Zuper digital technologies
Their partnership experience with Zuper
Their process for taking on new clients
The importance of not rushing through the implementation of new technologies
Mélanie Maquetis the founder and CEO of Lumio Intelligence. She also deploys her expertise in process analysis and solution architecture with a solid experience in the Zoho environment, particularly in the areas of sales and data-driven marketing.
In addition, she acts as a Zoho expert and trainer for all aspects related to the optimization of sales and marketing processes and automation through Zoho applications.
Ingenious and pragmatic, Israël Fontaine and his team of developers and integrators deploy their Zoho expertise in automated management for retail merchants, e-commerce, and distributors.
Moreover, his expertise also applies to the design of web platforms and applications related to Zoho. He is also a great asset in syncing web apps with Zoho apps for enhanced customer experience.
Finally, in 2020, he improved his expertise in task scheduling and production management for manufacturing SMEs.
