Organizations everywhere are trying to build their brand. Their image, reputation, and the work that they do are possibly the result of years of innovation. Has your organization considered customer service best practices? How will you build your brand?
In society, we are always using best practices and lessons learned. The same is often true for businesses and even to some extent our government.
Refining Products and Services
General Motors, Ford, and even Tesla use best practices. They are building and refining designs that may have started more than 100 years ago. Part of their mission is to improve the product, even the nuts, bolts, and welds. They strive to improve the reliability, durability, and power.
We can’t forget about comfort, safety, and the feeling of the ride. The features and systems that make the automobile what it is today are largely based on best practices developed across time. Engineers and experts learn from years of trial and error.
Best practices and lessons learned hold tremendous value. This is true in building science, agriculture, and even in technology management. We make things better, stronger, and more efficient. In part, because we’ve learned from the past.
Innovation and Design
We can’t ignore the other side of following best practices. This side goes to the innovators, risk takers, and all of the artful approaches for something new.
The risk is different for innovation. The costs are sometimes higher; the time to bring it to market may be longer. Even this work is based somewhat on what has come before it. It is different because it pushes beyond the limits of past experiences.
This form of exploration considers trends in style, taste, and even color. It doesn’t always follow. It often intentionally goes a completely different direction.
Customer Service Best Practices
The best practices that you put in place to build your brand are important. Your culture of customer service and creating the best customer experience should build on lessons learned.
Additionally, the best will consider how to go beyond the norm. Beyond the norm considers how direction will be set and how to risk developing something new, something more efficient, and most of all, tasteful.
The most important part of best practices is that they are always evolving, it is innovation after the learning.
You can ignore the past if you wish, but nearly everything we build is based on an earlier idea that has been modified.
Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.