Two paths are available if you want to compete with someone who is doing the numbers:Care less than they do. Much less.Care more than they do. An unreasonable amount.

The illusion of concern | Seth’s Blog

Imagine two stores:

Supermarket: Bustling, efficient, with self-checkout kiosks humming. Each customer is a number, scanned and processed quickly. Friendly greetings are replaced by automated prompts. The focus is on speed and volume.

Boutique: Intimate, with a friendly shop owner. They greet each customer personally, offering assistance and tailoring the experience. While slower, it feels special and valued.

Seth’s posit effectively highlights the trade-off between scale and personal touch and provides an effective path to identify a strategy to compete. It’s clear that “doing the numbers” often leads to reduced human interaction.

However, it simplifies the reality. Some large organizations strive for both efficiency and customer care. Additionally, “caring less” can damage reputation and loyalty, while “caring more” might not always pay off financially.

Alternative viewpoint: Instead of a binary choice, a nuanced approach might be more realistic. Large organizations can leverage technology for efficiency while fostering genuine connection through well-trained staff and personalized touches. Do they is a different question. And maybe that’s why Seth’s pith resonates…

Additionally:

• Still cannot rationalize Amazon’s scaled business compared with their Whole Foods experience
• While Amazon’s been losing their sheen on customer support, it’s still massively better than almost any other retail modulo the mom and pop shop.

The post 🔗 The Illusion of concern • Seth’s blog first appeared on @gurupanguji • Ramblings of an Eccentric Soul.