After the recession hit in 2008, Starbucks suffered and their stock dropped. They were forced to make cut-backs and layoffs, all while struggling with their identity. They also brought Howard Shultz back as CEO. Shultz understood that the world was changing and so was consumer behavior. He implemented sustainable farming policies, part time employee benefits, and redefined Starbucks messaging and offerings. Today they are thriving.
Here’s another example from the world of technology: As a business-to-business organization, Salesforce has achieved global success with another approach. By constantly offering new applications and partnerships to their growing customer base, they work to embrace a large target market while keeping up with the latest important trends in sales and organizational processes.
One of the biggest mistakes that a service organization can make is to remain static in an ever-changing world. There are multiple ways that this can happen:
So how do you ensure your organization ISN’T static? Here are a few ways that your organization can be dynamic, innovative, and a force to be reckoned with:
Research current trends in the market. Speak with industry analysts. Actively host market research groups. Go out and self-learn using the many resources available to you online. (ServicePower has an entire resource library that we call the Think Tank that provides service organizations with analyst research, trends, tips and more. Click HERE to check it out).
Research is great but what better way to understand your customer and the future than to talk to them about it. Encourage customer feedback via social media and customer surveys. Provide platforms for your customers to give you constructive criticism, positive feedback, and most importantly, insights. (ServicePower’s products give organizations the ability to automate the customer survey process as part of their field service operation process).
It isn’t good enough to just be as good as your competitors any longer. And soon it won’t be good enough to just provide satisfactory customer service. The best and brightest organizations in the world are thinking outside the box and seeing how they can not only make their customers happy (although this will always be the priority) but also how they can change the world through things like sustainability, charity efforts, and technological innovation. This goes with the new concept that marketing to customers is no longer defined as business to consumer or business to business, but rather as human to human. Organizations that appeal to something deeper and bigger, something that defies being stagnate, are the organizations of the future. (Our CEO just wrote a blog about this, you can read it HERE).
The world is changing and you should too. Don’t be OK with the status quo. Life is a river not a stagnant, mosquito-infested puddle, and your organization should reflect that.
If you are looking to make your organization more dynamic, why not start by changing your field service approach. Go from reactive to proactive with ServicePower’s M2M offering. Download the whitepaper below.