Featured & Upcoming

PART ONE - In this two part article we explore what's stopping instrument sales teams from selling services at point of sale and what can the company do to change their behavior.

PART TWO - How to encourage the sales team to sell your services

I believe training is not a one-time deal and would like to share an example of how I’ve used a customer visit to solidify the concepts of the service sales training.

Free giveaways do not always yield great customer experiences. In this article, we will share a recent personal experience as well as an example from capital equipment that highlights this point.

How can charging a customer for something that was once free be a positive? In this article we will present evidence from research and a couple of real-world examples that supports this theory.

The goal of this two-part article is to dispel the myth that long term warranties sell products and explain how they limit service sales opportunities, in addition to under-delivering to customers’ expectations.

Part two exposes the trade-offs associated with free long-term warranties and lays out a winning warranty strategy, which maximizes customer satisfaction, while increasing opportunities to sell extended warranties or service contracts.

How do you deliver free or cheaper services to your customers without compromising your resources or losing revenue? In this two-part article we will provide a guide on how technology can enable this to happen, and better yet, it can be a good thing for the customer and for the instrument manufacturer.

Developing and implementing technology can be your ticket to new or better capabilities that increase efficiency, customer loyalty and employee morale.

Part 1 - How to use qualitative research to develop your service business

PART 2 - In this video we cover how customer satisfaction & loyalty as well as customer perception research is used in Service.