Lately, This iPhone issue with the antenna has me thinking more about technology and its impact on customer service. I have been evaluating my shopping and dining experiences where new technology has been introduced to enhance the transaction customers experience. Most times the technology is a blessing and I welcome it if it speeds up and adds to my impression of the brand. Unfortunately, not all technology upgrades represent the best interest of the customer or the desired loyalty building final transition experience. Here are three examples within the last year where the portable hand held credit card swipes that derailed expectations and shopping experience.
This week I met with the health and safety officer of a major pharmaceutical company and we discussed the items that keep him up at night. The conversation had the typical issues regarding clean and dirty space in the lab, chemical storage and proper chemical usage, egress, ventilation requirements, but the one that caught me off guard was the use of lab personal protective equipment (PPE) and our short conversation regarding the LAB COAT. The Standard operating procedures for this particular lab is that no coats or gloves leave the lab. So as a lab designer there is a simple way to handle - place enough coat hooks for the researchers to hang their coats up. Sounds silly and easy but how many labs have you gone into that do not have coat hooks and the researcher hangs their coat on the back of…
What makes one business unit mobile work ready, while another remains in fixed work traditions – within the same organization? This Pecha Kucha style, six minute and forty second presentation begins with the definition of cultural agility. Within the story is a lesson for all who are driving their organization to capitalize on today’s mobile workforces.