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Service Excellence: The Networking Industry’s True Edge

  • Bigleaf Networks, Bjorn Jensen, customer experience, Hybrid WAN, network design, network reliability, podcast, resilience, service excellence, visibility, WhyReboot
Bjørn Jensen discussing service excellence and network reliability

Service Excellence: The Networking Industry’s True Edge

In an industry defined by performance, it’s easy to assume technology alone delivers value. But as Bjørn Jensen, CEO and Founder of WhyReboot, explains, the real differentiator in modern networking is something far more human: service excellence. When reliability, visibility, and empathy come together, customers experience a level of support they remember long after an installation is complete.

Why Reliability Depends on Visibility

Seamless performance creates a paradox — the more reliable the network, the less customers notice the work behind it. Bjørn highlights that without visibility, even the strongest uptime can look effortless or worse, undervalued. This is where Bigleaf’s diagnostic tools shift the dynamic. When partners can show optimization activity, connection history, and failover events, reliability becomes tangible. Customers no longer have to guess what happened; they can see the evidence in a clear narrative.

Bjørn explains that this kind of transparency fundamentally changes support conversations. Outages go from stressful “What broke?” moments to confident diagnoses backed by data. Visibility equips service teams to act precisely, communicate clearly, and demonstrate value even when everything is running smoothly.

Human Connection Still Matters Most

As automation becomes more common, customers increasingly value the reassurance of a real expert on the other end. Bjørn’s philosophy centers on accessibility: no hold times, no scripted workflows, and no rigid tiers of support. Every customer can speak directly with an experienced engineer who knows their environment.

This approach replaces transactional interactions with genuine partnership. Customers feel understood, supported, and confident they’re not facing complex issues alone. That human element builds loyalty that technology alone can’t replicate.

“People are always going to want to know there’s an actual human on the other end, even if you do make mistakes.” — Bjørn Jensen

Simplicity Drives Customer Confidence

Many organizations complicate networks in the pursuit of new features or competitive differentiation. Bjørn argues that simplicity is more valuable. Systems that “just work” reduce friction, lower maintenance costs, and create smoother experiences for both integrators and end users. With Bigleaf’s automatic optimization and effortless deployment, service providers can design networks that support performance without demanding constant attention.

Simplicity also reinforces the clarity customers expect. When solutions are straightforward, it’s easier to show how reliability is achieved — and why the provider’s expertise matters.

Service as a Growth Engine

Bjørn challenges the notion that service is purely a cost center. Instead, he sees it as a revenue driver. When customers feel supported, they promote the product, return for additional work, and bring in referrals. The combination of strong reliability, visible performance, and empathetic support becomes a powerful differentiator.

Organizations that lead with service excellence set themselves apart in a crowded market. They build trust through transparency, strengthen relationships through responsiveness, and turn reliability into a true business advantage.

Key Takeaways

  • Visibility turns reliability into measurable value
  • Human connection strengthens customer loyalty
  • Simplicity enhances both performance and clarity
  • Transparency transforms outages into opportunities to build trust
  • Service culture drives long-term growth

Service excellence isn’t just good practice — it’s the foundation of durable, customer-centric networking.

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