Uplifting Blog

Customer Service is Always Evolving and Your Organization Needs to Evolve with It

https://RonKaufman.com/Subscribe

How do you make sure your organization keeps up with an ever changing, ever evolving industry? Find out in this video!

Customer service is not what it used to be. Customers expect more all the time. And other organizations are stepping up to meet and exceed their expectations.

If your organization isn’t doing the same, you’re going to fall behind.

Service is taking action to create value for someone else. But what is the differentiator when everyone is creating similar value?

It’s CARE!

Authentic care ensures that your organization is creating value that supports the future well-being of your employees, your customers, and your communities. That opens the door to more loyalty, more growth, more partnerships, more revenue, and a better brand reputation. And that’s how you become an industry leader.

#VideoPosts #ServiceImprovement #BestPractices

Join the community and receive free resources, ideas, and invitations.

Below is an Autogenerated Transcript

Let’s really start with the definition of service. Sure. How do you define a service? So when I started working in the world of service, I realized that there actually was not a good definition that everybody could agree on. I would hear things like, “The customer is always right.” Which isn’t true. Or, you know, “The customer is king.” But then what does that make the service provider? Or there’s that horrible phrase that says, “Serve other people the way you would like to be served.” Which arrogantly assumes that other people should be like you. They’re not. They’re like them. So I ended up writing the definition that “Service is taking action to create value for someone else.” So, it could be action in making a sale, answering a question, providing a recommendation, doing an upgrade, whatever it might be. It could be over the phone, it could be online, it could be in person, it could be internally within a company. It could be from the boardroom, it could be at the front line, it could be B2B, it could be B2C. But service is taking action to create value. Now, when I first wrote the definition, I said to create value for someone else. Now, if it was action to create value for yourself, that would be the exception that proves the rule and that would be called self-service. But then COVID came along and I realized, you know, the kind of service that really matters, at least to me, it’s not just for someone else. It would be for someone you care about. And that opened up a big question, which is not just “What is service?” but what is actually care? Now, we can get to that in a moment. But let me show you and your listeners how this world of customer service itself has been evolving and why the issue of care is important for us to be looking at now and in the future. When I was young, the service center was basically the repair center. They had the spare parts. It’s where you went with something broke. Take it to the service center. Then the field evolved and customer service became equated with customer satisfaction. And during that era, the belief was that a satisfied customer would be a loyal customer. Well, today we know that’s definitely not true, because there’s too many ways that somebody could be satisfied and you could switch even if you are satisfied. So customer satisfaction became customer delight. Surprise the customer, personal touch, moments of magic. Then that became customer experience, where we said, “Wait a minute, it’s not just a moment of delight, it’s the whole experience.” That evolved further, where the objective was customer loyalty, and that was the Net Promoter Score era and make sure they come back and they buy more. And then it became customer advocacy where you wanted somebody to be an ambassador and promote you on social media. And now we’re evolving to what I would call authentic customer care. So, what is care? It’s a concern and a commitment to someone’s well-being. How do you take good care? Well, you take action that will provide value that contributes to their well-being. So, now you can see the connection between service and care. And we’re now emerging into the era where authentic care for the well being of your colleagues, of your customers, of your communities, and of the future. That is going to be the differentiation for future success.

Join the community and receive free resources, ideas, and invitations.

Ron Kaufman
Scroll to Top

Welcome to the Worldwide Uplifting Community!

Here’s what’s next…

Check your email for the welcome we just sent – and reply to let us know you received it!

We’ve included some useful resources 
for you to explore…

…and we’ll be in touch to share more ideas 
and invitations for you.

How to Succeed
with Service

A Free Video Series for Leaders,
Managers, and CEOs

Discover how to differentiate your brand, improve financial performance,
and transform your service culture by delivering more value to everyone
you serve.

How to Succeed with Service?

A FREE video series for leaders, managers, and CEOs

Join the Worldwide Uplifting Community

We’ll send you free resources, education, and ideas for creating positive change in the world.

Welcome to the Worldwide Uplifting Community!

Here’s what’s next…

Check your email for the welcome we just sent – and reply to let us know you received it!

We’ve included some useful resources 
for you to explore…

…and we’ll be in touch to share more ideas 
and invitations for you.