On today’s episode of the Rethink Marketing Podcast, Eric Reed and Colin Jeffries don’t talk about customer service. Instead, they talk about developing the pluck to steal customers from competitors with notoriously bad customer service. Selling on price has its place, but selling against bad customer service is often overlooked as an opportunity to earn market share. With the right strategy for comparative selling and managing customer expectations, a nimble upstart can snag customers from an incumbent bogged down by oversight, standard operating procedures, red tape, and unempowered staff. How will you take market share or avoid having your own market share plucked?

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