Customer Experience: Innovate or Become Irrelevant

The words of irrelevant may translate into a down turn of the company, which means people are losing their jobs. Then who is responsible to it? The CEO? The shake holder? Manager? None of them, but you. Why me? There always be resistance from everybody. Basically it related to every single individual in the organization. Because the organization are not able to run without people within who are running the show.

During the industrialization period, we were focusing on manufacturing. Making products and sell it. Customers will come to you, because nothing in their life. But today, where many company or organizations are offering variety of product and services, customer has their choice. They have even more power to decide which company deserved to grow, because the growths are in their hand.

So what should we do? Wait and see? Or do something? If it is do something? What need to do? How about if it is wrong? A wise person is always say, better to do something then nothing. If you want to go big then start a small step to begin.

Innovation is a good word to describe on what you need to do. I had been using incredible mobile application from a leading transportation provider in Indonesia. They are considered big, and they are considered had been well known as trustworthy and reliable transportation provider. And even competitor at some cities so worry when they come to expand the business into. Now they had made competition are not so relevant anymore. By having this mobile application creates accessibility to the service, create customer experience because it self service, customer able to book the taxi, select which taxi service they want to use, call the drive once assigned, and the most valuable features are tracking system, which you can see and expect when you taxi would come in front of your door. Technology helps it out, and this is adding value in the jungle of traffic in Jakarta. Good Job Blue Bird, you had made competition so irrelevant. Good for you and Bad for them.