Looking back to the old decade, what has shaped its face? Trying to paint a general picture, what comes up? My immediate association are the suppliers of the ever growing services that keep you connected and empowered.
High Technology, but when it comes to customer communication, most of my service suppliers appear to be schizophrenic.
The communication TO the me as a customer is done by marketing, with a strategic budget for a continuous bombardment. The communication FROM me back to them is outsourced to an external call center, because this saves 5 cents a call and scares enough customers off calling in at all.
The story that this bipolar behavior tells me about the last decade, goes like this:
‘Dear customer, I spend a lot of money to show you my beautiful face before you buy, but you will see my ugly backside afterwards, (when you try to burn part of the money that I already cashed in, by using customer service – in other words: I have to protect myself against your foolish helplessness).’
Service providers are just an example, big enough to set the standard. It is a story of building and destroying, of feeding and starving, of necessities but impossibilities, a statement of ‘who is in power?’ By modern measures of sustainability, the last decade stayed far from standards of ‘Good Governance’ (EPS). Let’s hope for the new decade to change this.
But it is a logical effect of a silo structure. Where marketing can spend money, service has to reduce cost.
And the customer? Switches to Amazon to find consistency in the flow of processes and communication. Amazon is now around for more than 20 years, growing from year to year, and nobody is really asking, why. Maybe because the answer would rattle the silo structure, the true foundation of corporate power.