# 🔗 The illusion of concern • Seth's blog

- Author: @gurupanguji
- Date: 2024-02-19
- URL: https://gurupanguji.com/blog/2024/02/19/the-illusion-of-concern-seths-blog/
- Categories: link

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> Two paths are available if you want to compete with someone who is doing the numbers:Care less than they do. Much less.Care more than they do. An unreasonable amount.

*Source:* [The illusion of concern](https://seths.blog/2024/02/the-illusion-of-concern/)

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<p>Imagine two stores:</p>
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<p><strong>Supermarket:</strong> Bustling, efficient, with self-checkout kiosks humming. Each customer is a number, scanned and processed quickly. Friendly greetings are replaced by automated prompts. The focus is on speed and volume.</p>
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<p><strong>Boutique:</strong> Intimate, with a friendly shop owner. They greet each customer personally, offering assistance and tailoring the experience. While slower, it feels special and valued.</p>
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<p>Seth's posit effectively highlights the trade-off between scale and personal touch and provides an effective path to identify a strategy to compete. It's clear that "doing the numbers" often leads to reduced human interaction.</p>
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<p>However, it simplifies the reality. Some large organizations strive for both efficiency and customer care. Additionally, "caring less" can damage reputation and loyalty, while "caring more" might not always pay off financially.</p>
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<p><strong>Alternative viewpoint:</strong> Instead of a binary choice, a nuanced approach might be more realistic. Large organizations <em>can</em> leverage technology for efficiency while fostering genuine connection through well-trained staff and personalized touches. Do they is a different question. And maybe that's why Seth's pith resonates... </p>
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<p><strong>Additionally:</strong></p>
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<li>Still cannot rationalize Amazon's scaled business compared with their Whole Foods experience</li>
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<li>While Amazon's been losing their sheen on customer support, it's still massively better than almost any other retail modulo the mom and pop shop. </li>
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