Serve Customers Delightfully Now

Rethinking Customer Service in the Age of Empowered Consumers

The world of customer service has undergone a radical transformation in the past three decades. What was once regarded as a second-tier priority by top executives is now an absolute necessity for success – and survival – of any competitive enterprise.

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As comedian Lily Tomlin’s legendary character Ernestine, the ultimate officious and incompetent telephone operator, once famously said, “We don’t care. We don’t have to. We’re the phone company.” This caricature of customer service may have been humorous in the past, but it no longer resonates in today’s world where the customer is empowered like never before.

The internet and social media have democratized access to information and services, allowing customers to effortlessly switch between providers and find better alternatives. A quick web search for “bad customer service” yields millions of results, illustrating the widespread dissatisfaction with modern customer service.

Yet, organizations may still get away with disappointing service in the short run, wringing profits from customer inertia. However, this complacency is unsustainable in today’s competitive landscape. The consequences of bad service are immediate and far-reaching, with customers increasingly turning to alternative providers and promoting positive experiences online.

In response to this shift, leaders and organizations must rethink their approach to customer service. As James Strock, author of Serve to Lead, argues, it’s no longer just about providing a product or service, but about serving customers with empathy, understanding, and a deep commitment to their needs.

By prioritizing customer service, organizations can build loyalty, drive growth, and ultimately thrive in a rapidly changing world. As Strock so eloquently puts it, “Do You Serve Your Customers?” The answer to this question is no longer a trivial one; it’s a matter of survival and success in the 21st century.

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