Marketing and Sales are out of date ... Customer Service is the Key

Posted by: Dec 13, 2011  

  • For the last 300 or so years the marketing / manufacturing model has worked well (so we're used to it!)
  • BUT the world is now changing (very fast)
  • the customer, previously disempowered, now has the ability to find out about you and feedback on their experience with you like never before
  • worldwide competition has made everything super competitive
  • The 'old thinking' is 'cheaper and faster': but this is a recipe for disaster : not only do we struggle to do this (see the fate of most UK industry), but also the customer doesn't REALLY want this (otherwise we'd all be driving around in Kia cars)
  • The key differentiator and recipe for success in the 21st Century will be consistency & reliability of customer experience, combined with continual improvement
  • Manufacturers know this for PRODUCT, but not yet for SERVICE
  • So we need a SYSTEMATIC approach to getting the customer experience consistent, reliable and improving
  • And noone yet has put a system forward (with simple, powerful measures) that does this ... until now
  • My system does exactly this: called 'Great or Poor' it empowers organisations, teams and individuals to ensure the experience they deliver (internally and externally) is both consistent, reliable and continually improving.
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