There is a growing trend of backlash in America and around the world. The Tea Party wants a balanced budget and less government, Occupy Wall Street wants equality in business and government and now the consumer is taking action against $5 debit card fees. We are in a new age.
“Let the seller beware” is upon us. Social media has allowed people to organize causes quickly. Be it the Arab Spring or London Summer or the recent events we have witnessed the times they are a-changing.
Organizations, governments and management need to get serious about the poor service they are providing customers because they aren’t just one-off or individual complaints anymore they are movements. This can be good news or bad news for companies.
If you are trying to maximize profit and putting it to customers – bad news. If you have horrendous service through poor customer service, IVRs, websites, etc. – bad news.
Blaming it on Washington just won’t fly anymore.
On the other hand, if you are designing good services – good news!
Here is the management paradox that organizations and governments need to get a grip on . . . good service costs less! So, quit lamenting on lost revenue and build services that meet customer purpose and satisfy demands. There will be less failure demand to deal with (lower costs), happier customers (more revenue) and discovery of new and innovative methods for new products and services.
That short-term focus on profit-thingy your reward systems will not survive this onslaught. People are perceiving it as greedy and sometimes it is. Long-term thinking with a consumer focus will win the day.
Are you ready?
Tripp Babbitt is a speaker, blogger and consultant to service industry (private and public). His organization helps executives find a better way to make the work work. Read his articles at Quality Digest and his column for CustomermanagementIQ.com. Learn more about the 95 Method for service organizations. Reach him on Twitter at www.twitter.com/TriBabbittor LinkedIn at www.linkedin.com/in/trippbabbitt.Share This: