I was reading “The Maker Movement and Its Impact on Supply Chain Transformation” by Brian Solis recently. Solis defines the Maker Movement as follows:
“It [sic] a manifestation of the DIY (Do It Yourself) or DIWO (Do It With Others) culture where everyday people design, build and/or market something that they want or need on their own rather than buying something off the shelf. The maker movement has led to the creation of a number of technology products and solutions by typical individuals working without supportive infrastructure. This is facilitated by the increasing amount of information available to individuals and the decreasing cost of electronic components.”
If we take the idea of the Maker Movement (I love this terminology by the way) and apply it to customer service, rather than the supply chain, what implications might it have? How might the idea of DIY and DIWO be applied to people trying to resolve an issue that they are experiencing? This approach does not necessarily exclude the organisations which provided the products and services from participating as well. Indeed, organisations may well provide key parts of the overall solution and experience, but not necessarily in a way that they had envisaged, or as the central pivot that they once were by default.
The underlying themes are the same – digital, disruption, disintermediation (haven’t used that word for awhile), transformation – but the use of the term ‘Maker Movement’ reminds us, well me at any rate, of the Shakers and their simple and austere furniture.
Beautiful furniture, simple lines, created (or should I say ‘crafted’) by hand. The value lies not just in the finished product, but is inextricably interwoven into the process of creating the item itself. So too with DIY or DIWO. The value does not reside just in the resolution itself.
A by-product of social customer care has been the emergence of the decentralised service ecosystem in which customers are increasingly becoming attuned to Google, YouTube, communities and Twitter to find their answers.
We have access to this toolkit, and to the pool of collective knowledge. We are creating a more responsive service experience. One in which we play a far greater role than ever before. We are able to take more control, we are able to shape the experience to a greater degree. This is only the beginninng. And for me, what this points to is the following:
- A type of customer service in which we will begin to create the resolutions ourselves. The resolutions I need when I need them. The resolutions that recognise the context in which I need them. The resolutions which will then be shared freely with others. The more responsive customer service I refer to above is still only in its infancy. It is the customer service of Taylor and Ford, but with social tendencies. It still lies within the shadows of traditional customer service, it is compromised. It requires Skilled Workers, Craftsmen and Coders to share their expertise. We need to continue the democratisation of the process and the tools.
- Organisations will recognise that creating the platform on which service will take place will bring far greater value than trying to own the message or the experience. That is too limiting. Google provides an agglomeration of tools, but not the platform. Amazon is going some way to creating the platform, and Mayday some way towards creating part of the toolbox. The full set of tools will only come when others are involved – the Skilled Workers, Craftsmen and Coders, as well as you and me.
- Organisations will begin to realise that for customer service to be truly free, they need to set the knowledge base as we know it truly free. The knowledge base in its current guise limits, impedes. It is cumbersome and unresponsive. But we have not found a way to set it free, yet. #Twelpforce went some way towards it by bringing people together, by trying to set knowledge free.
But we will move towards this more responsive, freer and humane service ecosystem. That is inevitable. Perhaps the idea of ‘handcrafted’ DIY resolutions is not so far fetched after all.
Image courtesy of Minnesota Historical Society