The Illusion of Concern When Organizations Reach Scale

When large companies like UPS or FedEx reach a certain scale, our expectation that someone in charge actually cares about us can feel like an illusion. The cold, digital interactions we experience can make it feel like we're just another number.

• This is especially true when it comes to customer service.
• It seems like those companies are only interested in the bottom line, not in providing a positive customer experience.

The CFO's Role in Customer Service

The CFO (Chief Financial Officer) is often responsible for making decisions about customer service, and they often focus on the numbers.

• The CFO might decide that it's not cost-effective to have a large customer support team.
• This can lead to situations where customers are left waiting on hold for hours or are met with automated responses.

How Large Companies Can Appear To Care Less

The CFO's focus on numbers can lead to a situation where it seems like large companies like UPS or FedEx are simply not interested in caring for their customers.

• They may be more focused on efficiency and cost-cutting than on providing a good customer experience.
• This can lead to situations where customers feel frustrated and dissatisfied.

The Two Paths to Competing With Large Companies

There are two paths available if you want to compete with a large company like UPS or FedEx that is focused on the numbers:

The "Care Less" Approach

The "care less" approach involves competing by offering a product or service that is simply more efficient or cheaper than the competitor's.

• This approach may not be sustainable in the long term, but it can be effective in the short term.
• If you can offer a lower price or a faster delivery time, you can win over customers who are only looking for the best deal.

The "Care More" Approach

The "care more" approach involves competing by providing a superior customer experience. This could mean going above and beyond to help customers, providing personalized service, or offering a unique value proposition.

• This approach can be more expensive, but it can also be more rewarding.
• Customers are more likely to be loyal to a company that they feel truly cares about them.

Competing With UPS By Providing Superior Customer Service

If you want to compete with UPS by providing superior customer service, you need to do more than just offer a low price.

• You need to build relationships with your customers and provide them with a positive experience.
• This means being responsive to their needs, providing helpful information, and resolving any problems promptly.

Conclusion: UPS and the Illusion of Concern

The illusion of concern is a real problem for businesses of all sizes.

• When a company reaches a certain scale, it can be easy to lose sight of the individual customer.
• This can lead to a situation where customers feel like they're just another number.
• To compete in today's market, companies need to find a way to balance efficiency with customer care.

How to Compete with UPS and FedEx by Caring More

If you want to compete with UPS or FedEx, you need to find a way to care more than they do.

• This could mean offering personalized service, going above and beyond to help customers, or providing a unique value proposition.
• It's not always easy to care more, but it's often the best way to win over customers in the long term.