2011 will be the year when co-creating and collaborating through Social Media will begin to become more important than using the channels or people as messaging tools. And Customer Service will be become the transformative force to deliver on this promise.
Many enterprises we talk with consider this as their highest priority. They understand the need to improve quality of their Customer Service.
Changing from defensive to pro-active Customer Service is a natural adjustment to the changes in our daily behavior. We don’t care where service comes from (Customer Service, Marketing, Clerk, etc.), we just want good service.
One of the key changes will be pulling Customer Service out of the dark alley into the light of transparency. While many companies started to listen to customer expressions, they still try to take the conversation “off-line”, “off the grid”. They treat customers like parents their kids when they have an adult conversation: “Nothing to see here.” This paradigm will be reversed in 2011:
- Customer Service will become public. Utilizing the channels to spread the word about good experiences. And providing a psychological barrier for each stakeholder to deliver sub-par service. It’s tough to perform badly in public.
- Enterprises will reverse their strategy from passively waiting for customer feedback to actively looking for it.
- Customer Service will be moved (figuratively and literally) from the edges of the enterprise to the center. This will require organizational changes that will impact each division and stakeholder.
All these changes will finally help delivering on the promise of “Service as Marketing”.
It’s going to be an exciting 2011.