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Business Consulting For The 21st Century Via A Holistic & Intelligent Approach

8 ways to optimize The Guest Experience

Consumed => “7 Ways To Disrupt Your Industry” by Bruce Kasanoff & Michael Hinshaw on Fast Company.

Four quick thoughts:

1) #6 should be #2.

2) With #4 keep in mind that stupid to smart is defined by your customer, not your brand.

3) The traditional problem with #7 is that companies do such things to lock the custom in to some proprietary fuster cluck. That is, it’s about the brand, not the customer. Don’t be that brand.

4) Add and embrace this one to the top: “#1 – Actions speak louder than words.” Most brands – still – don’t. To do so could be “disruptive” or at least ahead of the curve. If you practice #1 the other sever will more easily follow.

  1. Mark, I hear you on #6 (“Be utterly transparent”) being the new #2 (“Dramatically reduce complexity”). There will be no option but to embrace transparency; it’s not going to be a choice.

    The whole point of our book Smart Customers, Stupid Companies matches your post. Most firms aren’t changing. There’s a huge gap opening between smart customers and stupid companies stuck in old business models.

    Really appreciate your spreading the word, and if you don’t mind my saying, the book is available here:

  2. Chief Alchemist

    Thx Bruce. The book sounds like something I would champion.

    That said, I’m not so sure it’s healthy to reposition what should be Biz 101 as “innovative”. That gives credit where credit is not due. Agreed, we all have epiphanies. But senior management should not be rewarded for having had been lazy and blind.

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