A River Runs Through Service

Standing on the banks of a magnificent river, you can let your imagination run wild.  A mighty river can take you many miles, connecting you with countless ports and people along the way.  Rivers are still an important source of commerce transportation.  It is the source of electric power in many places.  Just consider all of the stories told about the Mississippi river running over 2300 miles from Minnesota to the Gulf of Mexico near New Orleans.

After a long rain or heavy storm, a river’s power can quickly erode a solid rock bank, bringing havoc to all in its path.  Swollen rivers have toppled large dams and swallowed up entire towns.  They can completely alter the landscape in their path.

Today’s customers are wired and dangerous.  Like a mighty river, they are connected to thousands of other customers.  They can participate in an amazing channel of commerce that links them to goods and services in a way an old fashioned brick and mortar businesses could never achieve.  And, after the storm of disappointment, they can dangerously erode the profits of a business enterprise or bring down a dictatorial country.

But, wired customers don’t have to act as dangerous customers.  Serving with a partnership perspective can turn a frustrated customer ready to go viral into an advocate ready to voice admiration.  What can you do to put more partnership into the way you serve today’s wired and dangerous customers?

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 Partnering with Customers, Service Covenant, Wired and Dangerous and tagged , . Bookmark the permalink.

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