Mar 12 2007
ReBlog: “Security Theatre” by SG
This is worth a read. “Security Theatre” over on Seth Godin’s blog is a refreshing post. It talks about how there are many cases where we “put on a show” or a bit of theatrics for our customers. His primary example is the safety talk that we all hear before we take off in an airplane, where the speach is meant to calm and re-assure a potentially nervous crew. Excerpts concerning seating arrangments, the need to turn off electronics, and the effectiveness of that flotation device you are sitting on all gave me a good chuckle. I for one have always questioned the veracity or at least the motivation for some of the instructions you hear before you take off in a plane. What does turning off my mp3 player or cell phone have to do with the navigational system? I sure hope they have a system that is more robust than to be affected by my $100 portable music player. Should I even be on this plane if it were the case?
He goes on to make an anology to how many companies do the same thing when relating to their customers. Sometimes selling “customer experience” is much like that speach in the airplane.
- Are there situations in your interactions with customers where by eliminating these “theatrics” and getting to the truth you can provide improved customer satisfaction?
- Are there other situations where you are selling these theatrics on a commondity product and extracting more profits by doing so?
