Twitter, blogs or other social apps will not help a business with poor leaders hip. Like my high school photography teach told me: you can’t make a silk purse out of a sow’s ear.
It’s critical to remember that these approaches offer new avenues for communication and service. The notion of twitter providing a “revolution” in community or customer service is ridiculous; as with any other strategy, its dependent on planning and research.
Why am I bucking the trend of industry experts? Because of history, in particular, leaders in professional service industries. Take Joe Flom of Skadden, Arps (a firm I am very fond of for certain reasons): returning client calls and providing excellent service is one of the factors that has made Skadden #1 of the AmLaw list. It’s not the latest technology or marketing-catch phrases: it’s hard work and a belief that service and excellence drives businesses. Read up on Marshall Field, a pioneer of service within the retail space for another great example.
The Web has shortened the distance between the customer and a business. The rise of mass production and large scale economies perhaps is to blame. With technology comes mass customization and immediate feedback on product quality, complaints and praises. When thinking of any technology, look past the technology itself. What we do with those tools to drive business is the most important concept to focus on.
0 Responses to “Technology and Service”