As I wait for the final edit approvals for my book The Moment of Goof – Customer Service in the Digital Age, it dawned on me that in the end what customers everywhere were really saying was “Listen to Me.”
“Stop the Noise. Turn off the servers. Forget the iPhones. Hold that Tweet. Never mind it’s your lunch hour. Later for the gossip…”
A customer is not part of an amorphous mob (like jellyfish) without definite character or shape.
A customer is not a data stat in a marketing plan (like one of ethnic minority).
A customer is not a number of ____(fill in the blank) served.
A customer is not a receptacle of products sold.
We are in the age of High tech/High touch. As I recall Dr. Naisbitt in Megatrends coined this phrase. It has always stuck with me as we continue a march to the Age of the Jetsons. We are plugged in socially, we are tech-driven at work, we read FastCompany and Wired to keep pace with tech changes. Our cloths are wired. Plastic has replaced cash. For $300,000 you can buy a car that morphs into a plane — and vice versa.
Yet, when it comes to service needs or service problems, we morph into single individuals, each with our own story, our own views, our own values. Whether I am contacting you and your company on line, on the phone, in person, I want a one-on-one experience. I am as unique as you are. Let’s work together could be our mantra.
For my final chapter I stumbled on a wonderful story – that began with Deep Listening — and morphed into new ideas and methods to make a difference then, and continues to make a difference to unique health scenarios and settings. Here is that story IMAGINE A HEALTHIER WORLD