9 years ago I wrote “Uplifting Service: The Proven Path to Delighting Your Customers, Colleagues, and Everyone Else You Meet”.

But over the years, the path itself has evolved. Watch this video to discover the evolution of customer service and what the future holds.

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#ServeCareLove #UpliftingService  #CustomerService #EvolutionofService #ServiceExcellence #UpliftingCare #RonKaufman #KeynoteSpeaker 

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Below is an Autogenerated Transcript

Let me show you what I call the evolution of customer service.  We’re going to start with, way back, where it used to be if you recall, there was an expression that said that “a satisfied customer is a loyal customer”. Yes, remember?  But now we realize that’s not always true.  

You could have a satisfied customer. But they go to the competition the next time something changes or meeting expectations produce customer satisfaction. But then that became not enough. It wasn’t enough to just satisfy. So the field evolved to what I call customer delight, surprise the customer, exceed expectations and moments of amazing magic. That was fine, but it wasn’t consistent enough. Then the field evolved again. There became a concern for customer experience, end to end total life cycle, and the journey mapping that was involved. How do we make sure the entire experience is positive, and that became what customer service meant? Then it evolved again. Not just a great experience, but let’s make sure that the customer becomes our ambassador. We want the customer to be an advocate, we want the person to be loyal to us especially with all of the social media. Then it evolved again, and it has reached the point now, what I call customer care which is authentic concern and commitment to the well-being of the customer’s future.