The term “Hygiene factors” actually comes from the two-factor theory (also known as Herzberg’s motivation-hygiene theory and dual-factor theory). This theory states that there are certain factors in the workplace that cause job satisfaction, while a separate set of factors cause dissatisfaction, all of which act independently of each other. Herzberg’s theory is about the workplace, but the same method is used in a lot of other areas where humans are acting.
This can also be applied to factors your customer experiences concerning your Aftersales & Service offering and execution. [Read More…]

Your initial question could be ‘on par’ with what? That’s a good one! Is it in comparison with what you can offer. [Read More…]

What are the most important trends in Aftersales & service?

In order to maximize your results in the best way possible in Aftersales & Service, you need to understand the latest trend to ensure that your company is able to ‘play the game’ and not just a spectator. This means listening to your customers, see what technology trends you recognize, and look also at your competition - and learn. [Read More…]

What is your Aftersales & Service market?

As for every business, you need to have a clear view of what your market is. This is also important for Aftersales & Service business. [Read More…]

As you articulate your Aftersales & Service processes, there is one component that will determine if you are successful or not in their execution. That is your ability to measure KPIs tied to your Aftersales & Service.

Basically, you have two types of KPIs that you could measure: financial and operational KPIs. [Read More…]