Service has changed.  It’s still changing.

  • You now use ATMs instead of a window teller.  Maybe you’ve even gone cashless and do everything online.
  • How often do you go into a gas station instead of just paying at the pump?
  • When is the last time you went to a library for reference material instead of searching online databases?
  • How many airline employees do you interact with BEFORE your flight?

Think of the many ways your touch points with customers have changed.  Have you updated your services accordingly?

Are you tracking your customers’ perceptions and satisfaction?  And just as importantly, their changing expectations?