Tag: Podcast

FEATURE
How Can Field Service Technology Improve User Adoption and Efficiency? with Vanessa Hunt (Ep. 28)

How Can Field Service Technology Improve User Adoption and Efficiency? with Vanessa Hunt (Ep. 28)

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Whether you’re navigating change in your field service operations or implementing new technology, this episode offers practical guidance and actionable strategies to ensure success.

Join Michael Israel as he delves into this critical topic alongside Vanessa Hunt, founder of Vanessa Hunt Consulting. Together, they share invaluable insights on user adoption and the challenges faced by field service users.

Tune in to gain insights from industry experts and elevate your approach to change management!

Vanessa and Michael discuss:

  • Change management in the context of field service and implementing field service technology
  • Challenges faced by field service users who primarily use mobile devices
  • Importance of understanding the perspective of field service engineers
  • Benefits of mobile apps for field technicians
  • Essential steps for successfully implementing change management and ensuring sustained adoption
  • And more

Resources:

Connect with Vanessa Hunt:

Connect with Michael Israel:

About our Guest:

Vanessa Hunt worked as an independent CRM Consultant from 2006, before establishing Vanessa Hunt Consulting Ltd in January 2010. She’s held training and management positions in software organisations and consultancies such as Maximizer Software Ltd, McAfee, Detica and CSC Computer Sciences. With over twenty years’ experience in training, marketing and CRM implementation, she’s dedicated to sourcing the best Marketing Automation, CRM and ERP solutions for her clients. Vanessa is a keen linguist, fluent in English, French, German and Italian. She’s worked on many CRM training projects, delivering training across Europe in multiple languages. Vanessa loves hiking and bikepacking in the mountains. She lives near the Chilterns with her husband and athletic cat.

 

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FEATURE
The Power of Relationships in Field Service with David Nour (Ep. 21)

The Power of Relationships in Field Service with David Nour (Ep. 21)

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In this older episode of the Zuper FM podcast, we’re diving deep into Relationship Economics and its transformative power in the customer service and field service industries.

Join us as we feature David Nour, CEO of The Nour Group, Inc. and author of Relationship Economics®, in this enlightening episode. David sheds light on the pivotal role relationships play in business, emphasizing the importance of cultivating a customer-centric culture.

Don’t miss out on this opportunity to learn from one of the industry’s leading experts.

David and Michael discuss:

  • How relationship building is a critical skill that can be quantifiable and a strategic asset
  • Why focusing on fewer, deeper, authentic relationships that are mutually value-based is more important than having more contacts
  • Tips field service or customer service leaders can follow to create critical business relationships and be more disciplined and systematic in building and nurturing them
  • Effective relationship building and intentional long-term relationship development
  • And more

Resources:

Connect with David Nour: 

Connect with Michael Israel: 

About Our Guest: 

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.  

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.

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FEATURE
Expanding Completed Service Work: How to Elevate The Customer Service Experience with David Nour (Ep. 14)

Expanding Completed Service Work: How to Elevate The Customer Service Experience with David Nour (Ep. 14)

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Let’s revisit a classic! Enhancing the customer service experience isn’t just about meeting expectations—it’s about exceeding them. 

Going above and beyond leaves customers delighted and satisfied, fostering the kind of loyalty every business craves.

Join us as executive coach and founder of The Nour Group, David Nour, alongside Michael Israel, to expand on the strategies and activities essential for delivering an exceptional customer service experience.

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
  • And more

Resources:

Connect with Michael Israel: 

Connect with David Nour: 

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. 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.

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A Framework for Completed Service Work with Michael Blumberg and David Nour (Ep. 13)

A Framework for Completed Service Work with Michael Blumberg and David Nour (Ep. 13)

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Learn how mastering Completed Service Work can give your business a strategic edge. 

By leveraging field service management to forge deep connections with customers, you can cultivate loyalty, drive growth, and position your brand as a leader in your industry.

In this enlightening episode, Michael Israel is joined by industry experts Michael Blumberg, President and CEO of Blumberg Advisory Group, Inc., and David Nour, author of Relationship Economics®. Together, they delve into the profound impact of Completed Service Work on service professionals and businesses.

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
  • And more

Resources:

Connect with Michael Israel: 

Connect with Michael Blumberg:

Connect with David Nour: 

About Michael Blumberg:

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.

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FEATURE
Completed Service Work and Its Value in Field Services with David Nour (Ep. 9)

Completed Service Work and Its Value in Field Services with David Nour (Ep. 9)

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Even though it’s from the archives, this episode packs a punch with insights that still hold true today.

Join Michael Israel and David Nour on this episode as they dive into Completed Service Work, a game-changer in field service management that goes beyond mere problem-solving to elevate service professionals and businesses alike.

In this enlightening conversation, Michael Israel and David Nour explore the transformative power of Completed Service Work, shedding light on its strategic importance and impact on service professionals and businesses.

Michael and David discuss: 

  • The concept of “Completed Service Work” and its relevance to field services 
  • How companies like Uber, Pizza Hut, Lyft have changed the expectations of consumers and businesses at large
  • How and when does a customer’s relationship begin with a business
  • The importance of being responsive and proactive in building customer relationships 
  • And more

Resources:

Connect with Michael Israel: 

Connect with David Nour: 

About Our Guest: 

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.

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Fixing Customers, Not Just Problems: The Art of Building Lasting Relationships with Gaven Fahl (Ep. 24)

Fixing Customers, Not Just Problems: The Art of Building Lasting Relationships with Gaven Fahl (Ep. 24)

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“You can’t have a reasonable conversation during a fire or even when there’s a lot of smoke around.”

In this episode, Gaven Fahl, Director of the Critical Accounts Program at Hewlett Packard Enterprise joins us to talk about building proactive customer relationships and maintaining them.

With 12 years under her belt at Hewlett Packard Enterprise and as the founder of the Critical Accounts Program, she’s got a wealth of experience in building long-lasting relationships with customers beyond just fixing their technical issues. 

Gaven shares her insights into the art of nurturing successful customer relationships and offers practical tips that will undoubtedly revolutionize your approach to customer service and help your business thrive. 

Gaven and Michael discuss:

  • The critical role of customer relationships in business success
  • How to align customer expectations to avoid miscommunication and dissatisfaction
  • Effective techniques for rebuilding strained relationships and restoring trust
  • Proactive strategies for maintaining and nurturing customer relationships for long-term growth
  • The three crucial steps to rebuilding customer relationships
  • And more!

Resources:

Connect with Gaven Fahl:

Connect with Michael Israel:

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Building a Unified Customer Experience: The Power of Collaborative Partnerships with Sai Padmarajen (Ep. 22)

Building a Unified Customer Experience: The Power of Collaborative Partnerships with Sai Padmarajen (Ep. 22)

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Collaborative partnerships have the power to revolutionize the way you build a unified customer experience.

In this episode, Sai Padmarajen, Head of Channel & Ecosystem Partnership, and Rob Freedman, Head of Growth, both from Zuper, share their insights on their partnership model’s three-pronged approach. They highlight the evolution of Zuper’s partner network, which has grown from six to over sixty partners.

Sai and Rob emphasize the value of creating a synergistic partner ecosystem and identifying the right platform and solutions to achieve this goal. In addition, they share the key benefits and takeaways that a potential partner will reap from the collaboration.

Sai and Rob discuss:

  • How the Zuper Partner channel evolved over the past year
  • How Zuper is creating a synergistic partner ecosystem
  • The three-pronged approach to the partner model at Zuper – referral, reseller, and solutions partnership
  • The significance of identifying the right platform and solutions to create a synergistic partnership with the partners
  • And so much more

Resources:

Connect with Sai Padmarajen:

Connect with Rob Freedman:

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Predicting Field Service Management Business Market in 2023 (Ep. 20)

Predicting Field Service Management Business Market in 2023 (Ep. 20)

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As we enter a new year, staying ahead of the curve and understanding the challenges and opportunities is essential to the field services business.

In this episode, we’re joined by Rob Freedman, Head of Growth at Zuper to explore the forecasted growth of the field service management market and the technology trends shaping the industry in 2023. 

Rob discusses everything from his latest article from outsourcing and the rise of contingent labor to the adoption of AI and automation.

Rob discusses:

  • The forecasted growth of the field service management market
  • The impact of outsourcing and the rise of contingent labor
  • Advantages of adopting AI and automation in field service management
  • How Zuper is navigating the future of field service management with technology solutions
  • And more

Resources:

Connect with Rob Freedman: 

About Rob: 

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).

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Service Trends to Watch Out for in 2023 with Wael Mohammed (Ep. 16)

Service Trends to Watch Out for in 2023 with Wael Mohammed (Ep. 16)

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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
  • How the negotiation process for technicians works
  • And more

Resources:

Connect With Wael Mohammed:

Connect with Michael Israel: 

About Wael Mohammed: 

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.

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Field Nation: Cutting Labor Costs In The Market with Mynul Khan (Ep. 15)

Field Nation: Cutting Labor Costs In The Market with Mynul Khan (Ep. 15)

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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
  • The trends Mynul sees for field services in 2023
  • And more

Resources:

Connect with Mynul Khan:

Connect with Michael Israel: 

About Mynul Khan: 

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.

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