Self Service or Selfish Service?

Is your self-service actually selfish service?

Personally I love this message. All too often the operators of a service sit down and try to make them more “efficient” or “streamlined”. What they mean is efficient and streamlined for them.

This leads to poor adoption, and continues a long standing abuse of the customer experience. What’s in it for me? Am I getting better faster service?

In reality these self-service portals are an afterthought and aren’t truly integral to the service experience!

Read the full article here:

http://www.information-age.com/five-tips-make-it-self-service-more-selfless-and-customer-centric-123460475/

What do you think? Is self-service integral to your service experience? What value is added for your customers and teams through self-service?

Are We There Yet?

magic-cube-cube-puzzle-play-54101tl,dr; flexibility. From buying a new app to acquiring a company, your ability to integrate can make or break returns.

When your doctor prescribes medicine there are many questions. A patient might ask “How long until it kicks in?”

This applies to business decisions as well. Adopt a new system and executives begin to ask “When will realize value?” Start shipping a new product line and investors wonder “When will profits emerge?”

How do we answer these questions with accuracy and speed? One thing acquisitive companies do is compare books. Take a look at the finances. Look at the details of operation expenses, profits and capital expenditures. This gives you a great deal of insight about the hard facts of a business.

There are many other aspects aside from finance though. How do new products get more clarity on when profits will emerge? Unique funding tools like kickstarter have shed light on this. Why not get people signed up to buy before or during design? Have you asked people if they would buy your product? Will they? How will you tell them when it’s ready?

What if you took the kickstarter model to heart?

How will employees know when a new system will be available? When will their jobs get easier or more streamlined? Have you asked for their input?

Kickstarter has a ton of value beyond just crowdfunding. It’s a way to communicate, survey and set expectations. These functions are critical during times of flux and change.

Knowing where our teams, systems and colleagues are within a transition empowers speed.

We’re building your next kickstarter and can’t wait to share it with you. You can also try it out for yourself here.

To learn how our software empowers organizations to architect for fast integration, read our stuff on preparing to realize the value of BIG change.