Chapter 3
They Want Customer Urgency . . . Not Customer Service
Human Behavior Shifts Like Sand
Part of our personal company mission has been to track the evolution of the customers' needs and wants. And, brother, it's a moving target.
We have chronicled that human behavior shifts are influenced by two reliable factors: technology change and significant social events. Just as the 2011 earthquake in Japan literally reassigned the earth's axis, technology and social events can tweak the customer's behavioral axis.
Since 1994, we've been producing human resource training films, writing books, creating seminars and doing live breakout training. We work hard at this endeavor but freely admit that we are never finished learning. We use every session to advance the edict, “If you don't like change, you are really going to hate extinction.”
While most organizations willingly accept this credo in regard to emerging technology, far too many forget to apply it to the art of customer care and feeding. Customer service needs change at the same pace as customers' attitudes and habits evolve.
Since the purpose of this little book is to increase the velocity of your ability to adapt to fresh practices, you must know that one size does not fit all. Customer service means different things to different people. However, the one thing customers can agree on today is that the Internet has accelerated their expectations . . . from you.
