In The Know - A Dispatch Podcast Dispatch

Show Guest:
Samara Toole, CMO of California Closets

About Samara:
She was brought on as a CMO to manage the brand and customer acquisition strategies and in this role she oversees customer marketing, creative, and content development to fuel the website, showroom, sales & training at California Closets. In this current time, she is focused on the customer more than ever and driving tactics like free virtual design consultations to continue to support customers from the comfort of their homes.

#27 Kelsey Stuart, CEO of Bloomin' Blinds by Dispatch

#26 Mark Kovich, CEO of Essential Cabinet Group by Dispatch

We’re thrilled today to welcome Tauris McBride, the CEO and Founder of HVAC Tutor - a modern way of training HVAC contractors about new practices, policies, and methods.

HVAC Tutor - which you can find at tauristech.org - specializes in New York City Refrigeration License Exam Preparation, and New York City refrigeration operating engineer courses that go into heat, pressure, evaporators, compressors, and many other important areas in HVAC. The course is broken up into 3 sections, ending with a written and practical test prep at the end and Tauris has taught hundreds of HVAC professionals all the way from Fortune 500 companies, to individual technicians - Tauris Mcbride, how are you doing?

In today’s episode, Dispatch CEO, Avi Goldberg sits down with Tauris and talks about one of the biggest concerns in today’s service industry - the ever-expanding knowledge gap.


In our conversation, we cover:

- What is the knowledge gap?

- Why does the knowledge gap matter?

- Why is the knowledge gap growing in size?

- What will help close the knowledge gap?

- How will real-world education help close the knowledge gap?

- How will technology help close the knowledge gap?


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Want to be featured in an episode? Send Todd Stewart at note at Todd@dispatch.me.

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We’re here today to talk with Bill Pollock about field service, machine learning, artificial intelligence, customer experience, 2018 trends, and everything field service enterprises should be aware of this year.

Bill Pollock is President & Principal Consulting Analyst at Strategies For Growth, the independent research analyst and consulting firm he founded in 1992. Previously, Bill served as President & Chief Research Officer at The Service Council (2011 – 2013); Vice President and Principal Analyst, heading up Aberdeen Group’s Service Management Practice (2008 – 2010); and Managing Analyst, Services Industry at Gartner (1995 – 2001).

He has published more than 300 articles in services trade journals including Field Technologies and Field Service Logistics, among many others.

In our conversation, we cover:

– What is so promising about machine learning and artificial intelligence?

– What do enterprises need to do to avoid potential machine learning and artificial intelligence hurdles?

– What should CTOs and CIOs evaluate if they’re ready for this type of technology. Essentially, what is the checklist they should work through?

Please share your episode feedback
Want to be featured in an episode? Send Todd Stewart at note at Todd@dispatch.me.

We appreciate it if you would share the podcast with your coworkers | Subscribe to our podcast on iTunes, Soundcloud, and Google Play | Follow us at Dispatch and Todd Stewart

Because of the complex franchise model, there is little to no visibility into the performance of the franchise network. From our research, many franchises face these same three challenges:

- Inconsistent brand and customer experiences
- Disparate technology solutions
- A frequent disconnect between the franchisor, the franchisee, and the customer.

However, every once in a while you find a franchise that has jumped these hurdles.

In this episode, we sat down with Richard Sparacio, Melissa Homer, and Madeleine Park of MaidPro to learn how they were able to overcome this.

Additional topics include:

- Advice for scaling customer experience.
- Metrics that affect the customer experience.
- How to standardize customer experience in a complex franchise.
- The technology behind great customer experiences.