Dr. Serhan Ili shared these thoughts about customer service on LinkedIn the other day. I found it to be pretty accurate (although a little simplistic, as everything is more complicated than a bullet-pointed list would suggest). He wrote:
- Amazon didn’t kill the retail industry. They did it to themselves w/bad customer service.
- Netflix did not kill Blockbuster. They did it to themselves w/ridiculous late fees.
- Uber did not kill the taxi business. They did it to themselves by limiting # of taxis & w/fare control.
- Apple did not kill the music industry. They did it to themselves by forcing people to buy the full album.
- AirBnb did not kill the hotel industry. They did it to themselves by limited availability & pricing options.
- Technology by itself is not the real disrupter.
- Being non-customer centric is the biggest threat to any business.
The technology changed and these businesses didn’t think of their customers the way the startups did, and well, they were left in the dust. It reminded me of a conversation I had with Greg Collins, the Chief Customer Officer at SalesLoft. Greg and I chatted a lot about customer service and how important it was in today’s economy.
To keep reading, click here: Disruption? Is it Technology or Customer Service?