Wake up call – change or fade away

Wake up call – change or fade away

Posted by Torben Rick | August 22, 2012 | Customer Service
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Changes in the way customers wish to be served – change or fade away

Businesses to consumer industries are facing tremendous changes in the way customers wish to be served. This puts a lot of pressure on management to understand that if the consumer’s or customer’s way of behavior changes, this means that the company’s customer service needs to change.

This is an ongoing process and it will not stop or vanish. The evolution of communication will only speed up. With pervasive video, social media, mobile applications we build on ongoing story throughout the customer relationship lifecycle.

I as a consumer wish to be recognized by the service provider, I need to trust my service provider and it is even better if I can recognize the person serving me. With all the digital communication channels and choises, it is still the relationship between the service provider and the customer that counts.

Customer complains about Telenor Denmark on the Facebook

Consumers have been given a voice and power through social media and companies must be prepared for that.

This will be my last month as one of your customers. I’ve never experienced anything like this before

This was how an angry customer began a complaint about Telenor Denmark on the Facebook of the mobile communication company. In addition to the 33,000 people who have liked the complaint, more than 3,500 people have added a comment. Many of these concern the same and other bad experiences with Telenor. In fact, there are more likes for the angry customer’s post than for the whole of Telenor Denmark’s page.

change or fade away

Customers who know their way around the social media

So what are we looking at? We have the customers who know their way around the social media, have more money than before and request high quality personal customer service. There are a lot of requests, but at the end it’s the consumer who is at the driver’s seat so the cold fact for the company is to change or fade away.

In today’s competitive landscape, customer service is more important than ever. A company’s reputation for satisfying their customers has never been so valuable.

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About The Author

Torben Rick

Experienced senior executive, both at a strategic and operational level, with strong track record in developing, driving and managing business improvement, development and change management. International experience from management positions in Denmark, Germany and Switzerland.

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