January 31, 2023

Should we still?


At least one place to look is what it’s like to work with us, the experience a customer gets when they click on the buy button, opens the package or engages with our people and our services.

Is it an Apple-like unboxing or more like finding someone, anyone, useful (or at all) to speak to at the bank or tax office. Do we make it easy for our customers to get the value they thought they were buying or do we abandon to the winds and let them work it out for themselves?

Maybe we’re nailing it already, maybe not.. It’s our job to work out the difference and deal with the reality we find. Just because everyone else does it like that, should we? Just because we always did it like this, should we still?

Skippy strategy: What is it like from the other side of the table?