With the rise of new and better technology, the model for how services are delivered is changing. We now live in a Service World, which permeates major areas of business as well as our daily lives. Companies rely on smart, sophisticated technology to keep up with consumer expectations, and business models continue to evolve with the demands of this new world.
So what does it mean to live and work in the era of the Service World?
While the core purpose of a given service hasn’t changed, the way it’s delivered to consumers is now drastically different. We see this trend with many companies, from Netflix and Amazon to Pandora and Spotify. These companies now deliver highly personalized services, available on demand, through cutting edge technology. For example, instead of purchasing a CD or DVD (or VHS!), customers subscribe to a service that provides personalized content on-demand.
Customers experience a curated service interaction, based on stored information about their preferences and history, and an interface designed to be easy to learn and intuitive to use. This technology provides customers with immediate service, allowing users to instantly stream any media they would like.
How has the delivery of services changed over time?
If we look the example of transportation network companies like Uber and Lyft as examples, we know that their service is the same as any taxi: passengers are transported from point A to B. Also, the mechanics of the service are the same: passengers hail a car, arrive at their destination, pay, and get out. But the passenger experience is now fundamentally different, thanks to service-world technology.
Originally, in the age of Old World service delivery, the process of getting a cab was completely manual -- you would have to walk outside and hope a cab is available to hail. Through Support World service delivery, you could go online to reserve a car service, guaranteeing that a ride is available when you need it; however, you would still need to manually enter your information and reserve a car in advance.
In a Service World, companies like Lyft and Uber make it possible for you to simply push a button for a car to show up - on demand. The service already knows where and who you are, and not only has your payment information stored, but it will process the payment without you having thinking about it. Today, service world interactions save you substantial time and effort, resulting in a superior customer experience.
Building Service Models with the User in Mind
Service World software is built with the user in mind, so that the interface is easy to use and the level of service keeps customers coming back. Even apps like Lyft and Uber - which have complex GPS technology, payment processing technology, route optimization software, and fleet management software running in the background - are known for their very simple user experience. Cutting-edge technology that is built for users enables companies to deliver services at a higher level, creating strong brand loyalty and high revenue growth. Ultimately, living in a Service World means that better technology yields better service, and better service yields real business results.
Aimee Stone Munsell
Aimee Stone Munsell is the Chief Marketing Officer of PeopleDoc. Aimee is passionate about creating customer experiences that motivate business leaders to make the most of our digital world for themselves, their teams and their organizations.
She has worked on Madison Avenue, run her own non-profit, and grown markets for Fortune100 companies. Throughout her career, she has enjoyed the benefits and surprises that come from managing teams of 5 to 50 around the world.