There is a great AT&T commercial running, called, "Supervisor" .
It's filled with so much of how we think.
First, we are cynical and
disbelieving of any offers (maybe rightfully earned).
Secondly, we
distrust that we are receiving the right level of authority and attention from
service people.
Thirdly, we think that we have "won" when we escalate
the problem to someone higher in the authority chain.
What the ad is
saying back to us, or is at least trying to do so, is that all three of our
assumptions are false. But, will we change? Not likely, so we might
as well accept that our consumers and customers all think this way.
The
only thing that gets over the fears of ties and catches are trust, authenticity
and transparency. Might in the AT&T advertisement the service been better
had Lily identified herself as the Supervisor from the beginning?
Something for
us all to think about!
Friday, January 10, 2014
No Catches...No Ties...Nothing Hidden
Labels:
at&t,
authenticity,
bolts of thinking,
catches,
commercial,
fees,
hidden,
rueff,
rusty rueff,
supervisor,
ties,
transparency
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