Gatorade is monitoring it’s brand and its customer satisfaction using a Mission Control Center. Is this the future of customer service?
In an excellent article titled The Future of Customer Service, author Lauren Fisher believes that customer service centers will not exist as we know them in 5 years. Organizations will be tracking us before we complain from our social interactions on sites like Twitter, forums and boards and will be able to follow our ‘trend of thought’ through multiple posts. There may come a day when software will be able to integrate our identities across multiple web platforms to pull together a consolidated vision of us.
On the one hand, that thought is scary (think identity theft and big brother is watching you). On the other hand, it is possible that the customers in aggregate will be better served by brands who are out to excel and earn our business. And those who are not equally engaged will fall by the wayside.
What is your opinion? Do you know of other ‘Mission Control Centers’?