The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World

Being always connected…is it a blessing or a curse? Are we in charge, or are we slaves to our smartphones?

For the past three decades, I’ve been privileged to work with a diverse range of organizations—from small startups to national governments and multinational corporations—in shaping their customer services. Consistently delivering great experiences has become a daunting challenge for many, due to several underlying trends:

• Communication channels continue to proliferate, and can include any combination of in-person, web-based, mobile, phone, chat, text, and countless social sites and communities.
• Customer expectations are 24×7 and evolve daily—the innovations customers experience with any organization raise their expectations for all others.
• Bad customer experiences, even if a small percent of the organization’s overall interactions, can do enormous brand damage as they quickly end up on reviews and in social posts.

Some organizations do an amazing job. Others—as their customers are painfully aware—miss the mark too often…..Read more.

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