Change is a vital part of organizational development. Organizations that care about being front-runners always have a laundry list of what they will change. The question often becomes, “Do they?” Are you changing customer service practices?
At least several schools of people exist when it comes to change. There is the group who resists and in contrast the group who is eager to push the process forward. Often the largest group is the group of fence sitters, those who are waiting to see how things really take shape before they commit.
In the US, our economy has been shifting for decades. It is has been called a digital economy, new age, and many other attention seeking labels.
My belief is that we are operating in a service intensive economy. Even manufacturing operations are commonly introducing more service components to their business.
Some people will recall when the internet was labeled a fad, a cellular phone was too expensive, and computers weren’t necessary to run your business.
There are the early adopters to technology, the ones leading the charge. They line up for several city blocks sometimes in unfavorable weather conditions just hoping for a chance to get the latest and greatest release.
Software developers push out new releases, upgrades, fixes, and patches. Eager businesses sign up to become beta testers with the advantage of co-development for future releases.
Traditional products and services are sometimes still admired but those who are growing are often providing a new twist. Failure to change, innovate, and adopt technology means that they are watching from behind.
Changing Customer Service
The customer experience and customer service practices have never been more important. Being a front-runner, a beta tester, or an innovation expert is what will propel organizations to the front, or in the absence of change allow them to fall behind.
There certainly is not a guarantee that the next front-runner, technology embracer, or fad will become the one that all others in category will chase.
There is however, a guarantee that a new tradition, a new method, something technological will propel the leaders. It has been true for centuries. That likely isn’t going to change.
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.