Mark Best

Q: If you throw a red stone into the blue sea what it will become? A: It will simply become wet.

Let the Customer Take Care of Themselves

Any corporate entity is slow to change it seems. Ever since the advent of the Internet there has been a boom in progress within the context of how we do business and how we engage with one another. The core of the changes seem to be spun about the customer service experience and how that’s provided. It’s no wonder why Time Warner and Comcast are reviled in the United States – their customer service experience is considered one of the worsts by most Americans whom have business with those corporations. So too has the traditional Taxi industry come under fire due to the poor quality of their own customer service. What is the problem? Why do these industries feel the fury of the American people?

People.

People are the problem. Take a look at Uber’s apparent philosophy. The bulk of their customer service experience lies within the palm of the customer itself. Meanwhile the taxi and ISP industries rely heavily on interaction between customer and employee. Whereas they might attempt to automate the phone process of that experience it is still a notoriously frustrating and unreliable experience that somehow inevitably results in a customer speaking with an agent regardless. There lies the issue.

Companies like Uber offer the most simple of interfaces for the customer to engage with. Order, pay, review. Truly this is all we need. Any issues that do arise are dealt with quickly and easily; they believe the customer and give the customer whatever it is that they want. Meanwhile those dinosaurs of industry like the taxi companies and the ISPs continue to mistreat the customer simply by nature of how they conduct their business. Give the customer what they want. Minimize the human contact and so many problems will simply vanish – the customer can take care of themselves.

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