“Don’t bring a knife to a gun fight.”
Solid advice. Unfortunately, this is exactly the situation many companies unintentionally place their customers in when trying to win their business.
In this talk, Marie-Louise will unfold structural asymmetries in service interactions and advocate for a ‘fair fight’ when battling to win or keep customers. Don’t hide your value proposition behind expert language and glossy advertisement. Instead, empower the user to fully understand your offering, so they can make an informed assessment of the value compared to the engagement effort and exchange of resources. Follow the rules for providing a great customer experience, by ensuring an equal footing and strike a valuable balance in the service interaction.