Efficiency and Scalability

Value begins with the first touch and continues through the last impression of the experience. Delivering a seamless customer experience from the first mile to the last three feet is crucial.?

For example, take the wide windows from service technicians. We're told to expect someone between 8 AM – 12 PM, or between 12 – 4 PM. That's half of a workday you have to sacrifice.

If DoorDash or Uber have figured out how to show customer value and offer ETAs down to the minute and visually communicate whereabouts, why can't your service tech??

These are large businesses tapping into the latest technologies available with service in mind - often created from small businesses who often set the tone of the experience - to add to efficiency growth and the ability to scale up.

As a business leader, the same principles apply: I want my workforce to deliver customer value, quality work in an efficient manner, for a cost that helps drive my bottom line.?

Set the culture and the expectation that customer value comes first.?

Then, it's a matter of implementing the right, robust program management organization or team -- even if that means tapping into another smaller business workforce -- that can standardize and authenticate processes.?

And then, your company can be that more desired, more effective and efficient go-to.