The Demand Gen Fix Podcast reposted this
What Happens When Bob Leaves? At GrowthMode Marketing, we often encounter B2B companies claiming "superior customer service" as their key differentiator. But think about that for a minute—what happens if your star team member, like Bob, leaves? Does your claim still hold? Is "superior customer service" really a differentiator? Table Stakes, Not Differentiators: Features like superior customer service, quick onboarding, and robust integration are expected by today’s buyers. They are the minimum, not a mark of distinction. Risky Reliance: Relying on exceptional individuals for your customer service reputation is inherently risky. People move on, and your supposed differentiator vanishes overnight. True Differentiation: Look beyond the basics. What truly sets your product apart in a crowded market? Innovate in areas that can't be easily replicated or aren't as vulnerable to changes in staff or process. Sustainable Practices: Build systems and a culture that support consistent service excellence, not reliant on individuals but on the organization as a whole. "Superior customer service" is excellent, but when everyone claims it, it's time to find more concrete ways to stand out. Don’t ask if your service is superior; ask how your product uniquely solves problems. Hear more about differentiation in HR tech marketing in episode 50 of The Demand Gen Fix at: https://lnkd.in/gKKNZcmN #BusinessStrategy #CustomerService #Differentiation #B2Bmarketing