John DiJulius | Customer Experience Blog


Are you in LOVE; Expertise is not an advantage; Loyalty on the decline
November 11, 2015, 7:13 am
Filed under: Customer Service
Is Expertise no longer a competitive advantage? An article appearing in Harvard Business Review, titled, The End of Expertise, talks about how expertise is losing the respect that for years had earned premiums in any market where complex knowledge is valued. Talk to people in such professional service industries as private banking, auditing, consulting, even engineering, and you begin to hear concerns about the commoditization of professional knowledge. So much of what Customers would have called an expert for in the past, can be found online in a few minutes today. 

Being Human – If genuine expertise is no longer commanding its traditional premium in the marketplace, how can professionals differentiate themselves? It comes back to relationships; building strong, solid relationships, based on emotional connection, trust, and empathy. It is back to the future, where technology has taken us 360 degrees by knowing your client as a person and genuinely being interested in not only him/her as a Customer, but as a person, with a family and dreams. 

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