Wikipedia has to have made life really challenging for the Encyclopedia Britannica and World Book!  Many of us grew up with a large set of encyclopedias as our home library.  It made term papers and projects much easier.  Since there was a set in the school library and a set in practically every home, students prone to plagiarize could be easily found out by a suspicious teacher.

With the computer age, Wikipedia was born, providing the equivalent of the set of encyclopedia at your very finger tips.  Instead of pulling a heavy book off the shelf, you simply put a topic in a search site and snap!  You not only had the best available information; it was always up to date!   But, Wikipedia has a twist.  Encyclopedias were written by academics; Wikipedia benefits from the contributions of anyone with an affinity for a particular topic.  If you are a wiz bang smarty pants on the Adams Dry Fly, you can submit your knowledge to the Wikipedia for the benefit of all anglers.

What would a servicepedia be like?  What if you provided a service reference resource that benefited customers, enriched by input from customers?  More than an FAQ on a website or an “Ask Buster” ombudsman ready with an answer, this would be a treasure trove of wisdom from and for the recipients of the service.

We were looking for a way around the bureaucratic phone queue of a phone company and found someone had cracked the code and put it on the internet!  The servicepedia could have it!  Try finding the email address of a senior executive at a large company?  Again, the Servicepedia would have it!  Instead of keeping your customers in the dark, create a way for them to get an A+ on their term paper about your customer experience!



About Chip&John

Chip R. Bell and John R. Patterson are customer loyalty consultants and the authors of several best-selling books. Their newest book is "Wired and Dangerous: How Your Customers Have Changed and What to do About it."
This entry was posted in Customer Experience, Service Recovery, Uncategorized. Bookmark the permalink.

One Response to Servicepedia

  1. I remember when I was a child, my mom always buy sets of Encyclopedia yearly… nowadays, a family just only need a computer with a descent broadband connection and the pain of yearly subscription to Encyclopedia is not needed. And the information you could get on the Internet is way greater than that of Encyclopedia… I’m not saying Encyclopedia is not good at all, it’s just that it could not cope up with the digital age

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