{"id":13741,"date":"2017-06-28T14:32:44","date_gmt":"2017-06-28T12:32:44","guid":{"rendered":"http:\/\/timoelliott.com\/blog\/?p=13741"},"modified":"2021-08-18T17:10:16","modified_gmt":"2021-08-18T15:10:16","slug":"digital-disruption-is-about-customer-centricity","status":"publish","type":"post","link":"https:\/\/timoelliott.com\/blog\/2017\/06\/digital-disruption-is-about-customer-centricity.html","title":{"rendered":"Digital Disruption is About Customer Centricity"},"content":{"rendered":"<p><em>quote from <a id=\"ember14777\" class=\"feed-link feed-s-main-content__mention ember-view\" tabindex=\"0\" href=\"https:\/\/www.linkedin.com\/in\/alberto-brea-1640361\/\" data-control-name=\"mention\">Alberto Brea<\/a><\/em><\/p>\n<blockquote><p>Amazon didn&#8217;t kill the retail industry. They did it to themselves <strong>with bad customer service.<\/strong><\/p>\n<p>Netflix did not kill Blockbuster. They did it to themselves <strong>with ridiculous late fees<\/strong>.<\/p>\n<p>Uber did not kill the taxi business. They did it to themselves <strong>by limiting the number of taxis and with fare controls.<\/strong><\/p>\n<p>Apple did not kill the music industry. They did it to themselves <strong>by forcing people to buy full-length albums.\u00a0<\/strong><\/p>\n<p>AirBnB did not kill the hotel industry. They did it to themselves <strong>by limited availability and pricing options.\u00a0<\/strong><\/p>\n<p><strong>Technology by itself is not the real disrupter.<\/strong><\/p>\n<p>Being <strong>non-customer-centric<\/strong> is the biggest threat to any business.<\/p><\/blockquote>\n<p>Some have <a href=\"https:\/\/askthemanager.com\/2017\/06\/sorry-to-burst-your-bubble-but-netflix-did-kill-blockbuster\/\" target=\"_blank\" rel=\"noopener noreferrer\">mocked<\/a> the quote as too simplistic but Alberto Brea wrote a longer piece\u00a0defending it and giving\u00a0<a href=\"https:\/\/www.linkedin.com\/pulse\/amazon-did-kill-retail-industry-alberto-brea\" target=\"_blank\" rel=\"noopener noreferrer\">more details<\/a>.<\/p>\n<p>It&#8217;s trite\u00a0to say companies should care about customers. But, as we&#8217;ve seen, often they don&#8217;t &#8212; because they can make more money that way!<\/p>\n<p>CEOs and CFOs are rightfully dubious about creating\u00a0&#8220;delighted customers&#8221; without taking into account\u00a0what that\u00a0would cost to provide. But\u00a0in an era of dramatic technology change, the traditional cost-vs-customer-service equations\u00a0are being blown up and replaced with new opportunities.<\/p>\n<p>The bottom line: the &#8220;cost of customer delight&#8221; is going down rapidly thanks to new digital technologies, and so if you don&#8217;t implement it, your competitors will&#8230;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Technology by itself is not the real disrupter. Being non-customer-centric is the biggest threat to any business.<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2}},"categories":[2],"tags":[1282,313,1281,382,398,618,1082],"class_list":["post-13741","post","type-post","status-publish","format-standard","hentry","category-best-practice","tag-customer-centricity","tag-customers","tag-cx","tag-digital","tag-disruption","tag-innovation","tag-transformation"],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/p3X9RF-3zD","_links":{"self":[{"href":"https:\/\/timoelliott.com\/blog\/wp-json\/wp\/v2\/posts\/13741","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/timoelliott.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/timoelliott.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/timoelliott.com\/blog\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/timoelliott.com\/blog\/wp-json\/wp\/v2\/comments?post=13741"}],"version-history":[{"count":1,"href":"https:\/\/timoelliott.com\/blog\/wp-json\/wp\/v2\/posts\/13741\/revisions"}],"predecessor-version":[{"id":20626,"href":"https:\/\/timoelliott.com\/blog\/wp-json\/wp\/v2\/posts\/13741\/revisions\/20626"}],"wp:attachment":[{"href":"https:\/\/timoelliott.com\/blog\/wp-json\/wp\/v2\/media?parent=13741"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/timoelliott.com\/blog\/wp-json\/wp\/v2\/categories?post=13741"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/timoelliott.com\/blog\/wp-json\/wp\/v2\/tags?post=13741"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}