A recent law suit against Dell by the attorney general of New York, says a lot about how important customer service has become. Its interesting to observe that having a good product line alone does not guarantee company’s success, rather what makes a difference is how well you are serving your customers. Innovating on how to service your customers has become as important as innovating on technology and your product.
Innovating in any field is very challenging and when it comes to customer satisfaction it becomes even more difficult because of the diverse and dynamic nature of your customer base. One way of doing this is by involving your customers in the process. Co-create. Taking help of your customers in letting you innovate on your offering, let them tell you what they need and what they don’t. Make them feel as if they belong. This instills a strong sense of loyalty. This is the focus of our new product ValueJini.