In most cases customers are looking for an interface that is free of pain, free of effort, free of uncertainty, and free of friction. In fact, I suspect, in most cases, the ideal customer interface is one that’s invisible!
Slaying sacred cows
Customer service is NOT a competitive advantage!
Why attempting the impossible is not valour!
Here's a guide to distinguishing between the difficult and the impossible. As a frequent offender, my advice should be regarded more as counsel from the brink than as a sermon from the mount!
There's no such thing as an 'internal customer'!
It's foolish to assume that by optimally 'serving' each of our colleagues we are maximizing customer value. When resources (time) is limited, the notion of the 'internal customer' will inevitably result in sub-optimal service as percieved by the person paying all of our salaries.
The triple bottom line: two parts nonsense!
It is not possible to pursue three goals in a finite-capacity environment (reality). Inevitably (because of resource contention) the goals need to be prioritized.
Resellers don't sell: and you should be glad they don't!
Our quest for distribution can often result in a potentially dangerous misunderstanding of the dynamics of the distribution channel. And there’s an important lesson in this for all of us – even those who sell direct!
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