Reading: Customer Service 2.0: Transparency, Tribes, and Talent @Futurelab

Customer Service 2.0: Transparency, Tribes, and Talent | Futurelab – An international marketing strategy consultancy.

I confess that I have a warm spot in my heart for customer service operations. It is probably because I met my wife of 29.5 years Eileen Marie when she and I were on the customer service phones at the Polaroid Corporation. As an old phone jockey, it is apparent to me that the world of customer service is transforming.

If we look back in history we can see that the central tendency of consumer businesses is to move more and more function to the end consumer and to provide them more visibility to the availability of the product or service. As the phone grew in this country as a consumer device, clever pundits predicted that in order to meet the emerging demand for phone calls, the entire country would have to become telephone operators, and that is exactly what we are. We dial our own service. Likewise, when the Michael J Cullen opened his first King Kullen store in Jamaica Queens with 6,000 square feet, on August 4, 1930 with the wonderful catch phrase, “Pile it High, Sell it Low”, he ushered in the world of super market self service. When they can, firms let customers roll their own.

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