Times are tough for OEMs in the oil and gas space these days. Products are increasingly pushed toward commoditization. True differentiation is harder than ever. One area where manufacturers can still distinguish themselves, though it almost sounds cliche to say it, is service. Extraordinary service. The kind of service that most people can’t or won’t provide. That kind of service is still a huge advantage. 

You know the story. When a pump goes down, producers don’t want to hear next week or next month. They want to hear “right  now.” And companies that can move with that kind of purpose maintain a serious edge.

In a recent white paper by our president, Ted Wilke, we explore the research that demonstrates the financial benefits accrued by companies that commit themselves to that level of service. 

To be clear, the kind of service that we’re talking about is not about customer satisfaction; it’s about strategic advantage. According to the Harvard Business Review, companies excelling in service delivery transform customers into loyal fans. This loyalty translates into financial performance improvements and a stronger market position. By exceeding service expectations, companies build a robust competitive barrier and elevate industry standards.

Impact on Business Performance

Research also shows that customer-centric companies outperform their peers. Forbes reports that businesses focused on strong customer experiences achieve 4-8% higher revenue than the industry average. Moreover, 84% of companies that enhance their customer experience see increased revenue, and such firms are 60% more profitable compared to those that do not prioritize the customer.

SPOC Automation’s Commitment

As Ted likes to say, “service is important to SPOC because it’s important to our customer.” We have to have the expectation that if our product is holding up production, we’ll start solving the problem that same day and we’ll have everything running in no more than two days. That’s the expectation we have to have. 

Exceptional service is not a nice-to-have. It’s a necessity. And the data bears it out. By prioritizing service excellence, companies can achieve better financial outcomes, enhance customer loyalty and secure a formidable competitive advantage. As SPOC Automation demonstrates, the path to sustained success is paved with exceptional service.