In
Forbes on-line Allen Adamson writes about the importance
of connecting customers, technology and people. Determining that proper balance
has been the service industries greatest challenge. Over reliance
on technology has led to serious service concerns; integrating technology
and people successfully in a service environment has created Service
Champions.
Successful companies have realized that technology, used
appropriately, can enhance the customer experience. Companies such as
L.L.Bean, American Girl,
Frontgate, Southwest and Delta, as they
transform, are finding ways to combine the latest in Customer Relationship
Management solutions with a team of individuals who provide the personal touch
that is at the core of Service Excellence. Technology is a tool; it is not
a replacement for creating positive memorable experiences for customers and
clients. Technology should be used to enhance customer relationships, not
create them. Unfortunately, in an ongoing effort to reduce costs,
companies continue to utilize technology-based customer service systems ,
with less than positive outcomes.
The future will belong to those who use
their imaginations and creativity to energize relationships with those they
serve. The downturn in the economy has shattered loyalty for many; however, what
loyalty did remain intact, went to those who served best.