The Law of Customer Behaviour for Indifferentiable Products/Services
Simple law that’s predict the customer behaviour for indifferentiable products/services :
- If two or more products/services indifferentiable in functions/benefits to customers (excluding price differentiation), then price is the key factor that customer choose.
Customer always choose the cheapest.
- If two or more products/services is indifferentiable in functions/benefits to customers (including price differentiation), then customer experience (emotional/logical experience) is the key factor that customer choose.
The experience may come from the customer’s experience him/her-self or from other person who already tried the products/services
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