Could the XCS approach be seen as manipulative? A marketing ploy?
I thought long and hard about it and conferred with a few friends.
Manipulation could be cited anytime we try to influence others to act a certain way. However, our motivation and alignment to the person’s wishes makes all the difference.
In XCS, our motivation is to gain loyalty by exceeding the customer’s expectations. By definition, our methodology is aligned with the customer’s expectations and wishes.
The XCS methodology is different from manipulation in that we look to exceed or perhaps, “over align” ourselves with the customer’s expectations. A successful effort results in an emotional reaction, also of the customer’s choosing, which in turn results in loyalty and repeat purchase, once again, of the customer’s choosing and delight.
One could say it simply: Through XCS we are working to create a positive emotional state in the customer that results in a response, chosen and enjoyed, by the customer.
My conclusion is that XCS is a welcomed influence, not a manipulation.
What a relief !
Sometimes you have to ask the questions you’re most afraid of.
Still committed to XCS !
