If the following seems like a previous post, you are right. We’ll keep publishing a version of it until “Ease-of-Use” as a term of art/catch phrase replaces “Customer Service”. WAC? is convinced that “Customer Service” throws people, bores people or renders them straight-up Numb…
What if the Services Sector, now King, competed for clients and customers on the basis of “Ease-of-Use”?
Develop and apply ease-of-use concepts for products and goods to pure services? Our clients’ services? Our services? Law. Accounting. Consulting. Advertising. Newer and non-traditional services, too. Anything where a service (something valuable but “invisible”) or product-service mix is part of what you pay for. In other words, pretty much Everything these days–and the direction global markets now march, in good and bad times.
Consider for a moment just products. In 2006, The Folgers Coffee Company was awarded an Ease-of-Use Commendation by the Arthritis Foundation for its AromaSealâ„¢ Canister. If you’re a Folgers® drinker, you notice that Folgers® added an easy-to-peel tin freshness seal (no need for a can-opener), a new “snap-tight” lid and even a grip on its plastic red can.
Folgers® did it for coffee cans. IBM and CISCO have ease-of-use programs for the products they sell.