Customer Service is dead

Your customer service is dead.

And by that I mean – the way you’ve historically defined customer service ( and probably were taught it in some educational program ) is gone, dead, fossilized.

It’s dead because your customers say so – and at the end of the day the customer is the power player here, not you.

You were taught that customer service happened when a customer had a complaint or a return.
That made sense back when the Sears catalogue arrived by US Postal Mail. Places to purchase were scarce and so businesses had power.
That business is gone. That power dynamic is gone. That game is gone.

Customers now have more options than they can count. More than they want to count. More than they will count.
Because they don’t have to.

Customers just need to ask their friends “where do you ……”.
Friends recommend businesses that make them feel special – thanks to great customer service.

Today smart companies realize that customer service starts whenever anyone touches the company.
Social media posts, Amazon searches, Geo-Tagged photos, or hashtags are all touches and opportunities.

Customer service is now customer everything.
It’s the 360° view of your business by the people with the $$.

Done well – you get huge lifetime customer value.
Done poorly – you die from the thousand cuts of damage control.

So how is your customer service?