Wednesday, February 9, 2011

TOP 7 FACTORS IMPACTING CUSTOMER/PROFESSIONAL/TECHNOLOGY SERVICES IN 2011


When you are responsible for the service business in your organization, these are the factors to take very seriously this year.

  • SERVICE BUSINESS = PEOPLE BUSINESS
Instead of focusing on the weaknesses of your employees and managers, focus on their strenghts and passion. This is much more challenging and helps people to take responsilbility and show commitement.
Employee Egagement is not a luxury, but a necessity. Listen and actively engage your people in all your plans and activities.
Have a clear purpose and make sure that you provide meaning in all that you do.
Develop an entrepreneurial mindset in everyone. Execution alone is no longer enough.

  • SOCIAL MEDIA
This is not a fad, but a fact of life. Therefor make sure that you are present in the space where your customers are ‘residing’. Focus on building communities and real relationships.

  • CULTURE OF INNOVATION
Foster and build such a culture that change and innovation are the norm. Also here the entrpreneurial mindset is crucial.

  • FROM COSTCENTER TO FRONTCENTER
Customer Service is the only sustainable differentiator. Experts even call Customer Service the new marketing. In your leadership stress and actually support this shift.

  • INTEGRATE MILLENIALS
Many service engineers are baby boomers and approaching retirement. In order to fill the projected gap, start soon to hire and introduce Miellenials and really value their contribution.

  • SUSTAINABILITY
Introduce the concepts of the 5 R’s (reduce, recycle, reuse, repair, and redistribute) to services.

  • OPENNESS AND TRANSPARANCY
Break down the walls and show the market what you do and at the same time see what is happening there. Engage your cusomers in all your customer facing processes. Innovation needs the input from the market, so apply open innovation and crowdsourcing as well.

It is better to be prepared than to be surprised. So, lead the change in these interesting times!



GROW YOUR PEOPLE, GROW YOUR BUSINESS!


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