There is increasing skepticism and cynicism in the customer ranks in the hyper-competitive environment of the services world. As a customer commented to me, “Providers are like snowflakes. They all think they are unique, but they look just like everybody else. And if you put them under pressure, they all become the same thing.”
The customer was referring to being bombarded with providers’ offers in PowerPoint presentations and the fact that many of the presentations are “paper thin and aspirational.”
Providers come in with the latest hot topic (especially digital, cloud or cloud orchestration) or what they’ve heard at a conference, spinning that into a PowerPoint presentation. But, as the customer explained, it very quickly becomes apparent that the provider has no real experience or only limited experience in the service touted in the presentation. At best there are one or two examples of having done something similar. The offer is more PowerPoint than reality.
There is another problem with these thin PowerPoint offers. These presentations are all about the provider — how smart it is, how capable it is and the complications involved in the provider delivering the service. But this information is of limited interest to the customer, who wants to talk about their own business issues.
The offer overload showing thin experience results in customers’ increasing cynicism. And the focus on the provider creates further barriers for good conversations. Adding to the negative impression, providers usually offer these aspirational PowerPoint multiple times; but essentially, this accomplishes only one outcome: it reduces the customer’s willingness to entertain new offers.
Photo credit: Andrew Magill