Tag: Transaction

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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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
  • 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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FEATURE
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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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
  • 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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You’ve probably heard of a popular management principle called Completed Staff Work. Completed Service Work is an evolution of this concept of doing everything thoroughly and anticipating next steps to the world of field service management.

Did you know there is more to completed service work than simply fixing a customer’s problem? 

In this episode, Michael Israel talks to David Nour, the author of Relationship Economics® about how completed service work elevates the service professionals, their impact on the businesses, and the need for a more strategic conversation around services than taking a transactional approach.

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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