Price is a key success factor in service, particularly in after-sales, but the best pricing approach uses a value-based pricing methodology that considers the unique aspects of service parts. A McKinsey study recently recommended expanding OEM after-sales lifetime value by re-pricing spare parts more dynamically. With this data-based approach, OEMs can achieve 3-10 percent EBIT […]
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People inherently understand the value of good service. Who can forget a trip to Disney or a stay at a world class hotel – their first truly outstanding experience where customer service went above and beyond? But who also remembers a truly bad service experience – whether it was heard from a friend or seen […]
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The Amazon Effect: By serving up goods at an almost laughably competitive price difference than most storefronts, along with a delivery time and tracking experience that resembles the perfect blend of Jimmy Johns sandwich delivery and Uber ride share combined, ecommerce is waging war on the consumable goods market, with service parts serving as their one […]
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What comes to mind when you hear the term 3D printing? Medical devices? Aftermarket spare parts? Robots taking over the world? Don’t worry – even if Alexa is starting to randomly laugh at her users – future thinking companies are embracing this new technology in truly logical and effective ways. 3D printing has long been […]
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Over the past few months, we’ve been sharing incredible insights from industry thought leaders into this year’s trends and topics affecting after-sales service. From a deep dive on usership and the share economy, to a review of the major risks in manufacturing, and a look at the shift in the way we view the workforce, […]
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A large part of our changing world is the continuation of emerging technologies that are affecting after-sales services. From drones, to augmented reality, IoT, autonomous vehicles, 3D printing, and more, it’s clear that after-sales service needs to adapt alongside with these changes. But what’s changing the most rapidly? Customer service expectations. In this constantly connected world, customers […]
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