About the Author:

Bill Pollock

Bill Pollock is an independent research analyst and consultant to the global Services Community. Bill has held leadership positions at Strategies For Growth (current), Aberdeen Group, Gartner and The Service Council. He has published more than 200 articles, features and columns on key services topics and is a featured presenter/keynoter at more than three dozen conferences, expos and seminars in the U.S. and UK. Bill has conducted more than 300 market surveys on topical services issues, and consulted to more than 300 clients around the globe

What is the difference between good and great customer service?

Feb 22, 2015 • FeaturesManagementBill PollockCustomer Satisfaction and Expectations

Strategies for GrowthSM  President and member of the #FSN20 Bill Pollock takes a look at what separates great customer service and good customer service....

Mind the Metrics! The increasing importance of analytics in field service

Nov 03, 2014 • FeaturesManagementAnalysticsmanagementBill Pollock

The services sector has traditionally been guided by a succession of rules, regulations and policies that, hopefully, make us all better at supporting our customers and the global business economy, as a whole argues Strategies For Growth’s (SFG...

There is an alternative to staffing your field technician workforce yourself

Aug 01, 2014 • FeaturesManagementmanagementBill PollockFIeld TechniciansTemporary Staff

Bill Pollock, President and Principal Consulting Analyst with Strategies for GrowthSM takes an alternative look at ensuring your mobile workforce is well resourced throughout all seasons...

Global service is a major concept - regardless of whether your organisation is local, regional or international

Jun 23, 2014 • FeaturesManagementGlobalisationBill Pollock

Customer requirements for field service and customer support will never be the same from one country to another, any more than they will be the same from one customer to another. However, one thing remains very clear – the requirements for...

Best Practices Organisations Have Already Learned the Differences Between “Less Is More” and “More Is Better”

Mar 25, 2014 • FeaturesManagementWhite Papers & eBooksBenchmarking ReportBill Pollock

In any number of forums, ranging from trade shows and conferences, to workshops, seminars and general consulting assignments, we are often asked the question: “What do Best Practices services organisations do differently from all others in order...

2014: The year "Back to the basics" collides with "Back to the Future" in field service

Jan 27, 2014 • FeaturesManagementFuture of FIeld Service

Strategies for Growth's President, and member of the Field Service News advisory panel, Bill Pollock takes a look at how he believes the industry will fare in the coming year...

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