We're InterconnectedThe world, our world, evolved a while ago into one world.

It’d been happening for decades, helped by technology that enabled information to pass instantly from one side of the planet to the other.

Businesses are interconnected with customers, customers to markets, markets to investors, investors to governments, governments to employers, employers to employees.

And as we’re all seeing at the moment, employees are customers too. Jobs are local. Economies are global. The world is one.

It wasn’t this evolution that’s so remarkable, it was our inability to see it coming.

Not the specific failures of Lehman Brothers, WaMu, etc. But the surprise to realize¬† that we’re already interconnected. That Lehman’s and others’ failures led to constipated credit markets, which zeroed out consumer and business loans, which strangled sales, which led to employee layoffs, who then couldn’t pay mortgages. Vicious, but interconnected

But we don’t see interconnectedness in other areas that effect us just as much as the current front page stories.

Our blindness prevents:

  • Environmental responsibility from being the norm
  • Holistic medicine accepted as mainstream
  • Businesses from looking at the interconnectedness of problems

And in business, if we miss the lesson of the moment, we’re doomed to repeat its failures.

In the Contract Service World

The contract service world is interconnected:

  • Employers to managers
  • Managers to service staff (in-house & outsourced)
  • Service staff to customers (internal and/or external)
  • Customers to employers

In “Continents of the Contract Service World” I proposed 4 major areas to understand and improve:

  • Customer Experience
  • Expectations
  • Promise
  • Engagement

The Contract Service World

These are non-traditional areas for service businesses to consider. But then again so was the $700 billion taxpayer bailout of the banking industry.

If businesses can look at their problems as part of a larger interconnected whole, they’ll plan better and implement more successful solutions.

Reality check here.

The auto supplier may have been doing everything perfect, but their business is now in jeopardy. And the Ukrainian steel worker didn’t cause his plant’s closure, but he lost his job, and his family’s income.

There are no guarantees.

But the clearer we view our world, the more options we can create to survive and prosper.

How are you seeing the interconnectedness of your business?

~~~~~~

Chris Arlen
President, Service Performance

Image courtesy of Todd Hryckowian

Technorati: contract engagement, contract services, customer experience, expectations, service promises

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