Does power lead us to dehumanise our customers?

I read an article on how power leads us to dehumanise others and wondered is it as simple as that:

  • Is that why large organisations can come across as being scornful of their customers?
  • Does that explain the phenomenon of organisations becoming more and more disconnected and less and less respectful of their customers as they succeed and become established in the market place?
  • Does that explain why monopoly suppliers act as they do?

You can read the article here.

Incidentally, an infamous experiment was carried out by Zimbardo and his colleagues at Standford University – The Standford Prison Experiment – which suggested pretty much the same thing. You can find that here.

Author: Maz Iqbal

Experienced management consultant. Passionate about enabling customer-centricity by calling forth the best from those that work in the organisation and the intelligent application of digital technologies. Subject matter expert with regards to customer strategy, customer insight, customer experience (CX), customer relationship management (CRM), and relationship marketing. Working at the intersection of the Customer, the Enterprise (marketing, sales, service), and Technology.