John DiJulius | Customer Experience Blog


Expertise is Not an Advantage; Loyalty on the Decline
September 21, 2016, 5:42 am
Filed under: Customer Service

Is Expertise no Longer a Competitive Advantage?

An article appearing in the 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.

READ FULL ARTICLE

Advertisements
Comments Off on Expertise is Not an Advantage; Loyalty on the Decline





Comments are closed.



%d bloggers like this: