Do you rely on customer ignorance?
A little gem passed along from Geoff Colvin’s Talent Is Overrated:
“As the strategy consultant Gary Hamel likes to say, if customer ignorance is a profit center for you, you’re in trouble.”
Colvin’s point: in the Internet-enabled world, there are many more potential threats to the customer ignorance that may have sustained your business (or your own career) in the past. I’m hardly the first to note that industries as airlines and newspapers are finding this out to their peril.
Are you relying on the ignorance of customers?
What if you took the bold step of teaching them instead?
~
Photo by takomabibelot; original words by William Shakespeare.
Category: Internet, ManagementIf you liked this post, please consider subscribing to the RSS feed so you can receive future articles delivered to your feed reader.
No comments yet. Be the first.
Leave A Comment