The Radical Transformation Of Customer Service
Summary
I spent the last three months researching breakthroughs in customer service to prepare for a workshop I recently delivered for a global technology firm. As Amazon CEO Jeff Bezos put it, “When people ask me if our customers are loyal, I say, ‘Absolutely, right up to the second that somebody else offers them a better service.’” Phone keypads may go the way of rotary dials when we no longer have to experience the excruciating “touch 2 for what you don’t need” exercise. It puts into the hands of business managers a design tool that helps them visually lay out a new process, link it to databases, then automatically generate the coding, so that within minutes they have a new program. This is part of a broader trend of self-service and customization: sushi shops in Japan with ordering panels at tables to communicate directly with the kitchen, airport self-service kiosks that sell you travel insurance and upgrades, and so on. Machines that can listen and understand you, connecting to business processes that adapt immediately to better practices, providing better customer service that saves money and even creates profits.
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