Times Change, Customer Needs Change…Are You Changing With Them?

Thanks to Eric Chester, I read a hilarious “list of stuff” that made me reflect upon change.  It is called “100 Things That Your Kids May Never Know About” and really shows us how things change over time.

It lists things like – Using a VHS Tape to Record A TV Show.VHS Do you remember these? I do!  In fact, we have a bunch of old ones that we hang on to in case my kids will want to watch them some day.  However, will I ever record a show using a blank one?

Never!  Why?  Because of DVRs and Tivo.  The technology has changed!  Progress has been made.

The list goes on – Banking Monday to Friday (9 to 5), putting film in cameras, writing checks!

I hope you all enjoy reading the list, however, my real purpose is to cause us to reflect on how it relates to Customer Service.

You see, not only the technology has changed, but also the people have changed.  Yes, the people.  Customers have different wants and needs than they did 2 years ago, 5 years ago and certainly 10 or 20 years ago. They might be the same Customers, however, they have changed.

There are too many cases to go into here, but we have explored them many times in the past.  Suffice it to say that we need to be aware of the changes around us and match our Customers’ needs as they change.

Thanks for reading and good luck with those VHS tapes!

Brandon

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