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Case Study - The opening sessions at the Technology Services Europe 2008 |
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'The opening sessions at the Technology Services Europe 2008 (TSE) conference featured services leaders from Europe discussing key strategies and initiatives being deployed to achieve higher levels of customer satisfaction and loyalty.
'Known for advanced technology and innovative design, Philips Healthcare is focusing on the customer’s environment to design and deliver services that fit each “Season of Ownership.” Philips’ increased customer satisfaction and operational efficiency can be attributed to their focusing on infrastructure improvements that help their customers be successful. ' Well, why is that interesting? So Philips Healthcare is focusing blah blah blah. Ladies and gentlemen it is highly interesting! This is a part of a much larger picture. Let's read on:'Two of the examples presented were a renewed emphasis on customer education and mobility solutions featuring real-time information linking dispatcher, field engineer, & spare parts supply. ' If we analyze the actions, mentioned above, we would presume that these actions were taken (more or less): - Providing their customer with more relevant information about their products and how to use it
- Training customers in all sort of issues that are related to their products
- Developing and providing information about their engineering and spare parts supply
Everything to achieve an up sell!! Ladies and gentlemen don’t get confused. No one at Philips Healthcare would approve these budgets for nothing. All actions taken must pay themselves. All actions here are directed towards one target – more sells. These actions tie the customers to Philips Healthcare, providing Philips Healthcare with a better ground to generate more sells.
Think about how you can perform that in your organization. Think just what can you give your customers in order for them to be attached and more dependent on you.Until next time,
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