🟢 How consumers judge Brand Values vs. Convenience
A few days ago, I wrote on LinkedIn about switching from Orange as an ADSL provider in France to StarLink.
Philippe MÉDA
Long story short: Orange customer service is Kafkaien, while their technical contractors are downright hostile. After quite a few back-and-forths trying to upgrade my connection, which was historically bad and unreliable to their new fiber offer, I finally had to let them go and ordered a StarLink terminal. After a few days of waiting, the delivery arrived, and my connection was up and running in less than 20 minutes, improving my bandwidth from an unsteady 55 Mbps to a robust +400 Mbps.
I could go on about geopolitics and how Europe chose to miss another huge technological wave, or the lack of a proper business feedback loop when you overextend your company and rely too much on third parties. But in the context of Musk being a horrible human being, the Tesla brand value dropping like a rock, and me still being quite happy with StarLink, I thought it would be more interesting to consider how consumers manage brand expectations.
