ARTHUR GOLDSTUCK: Technology revolution proves that the customer is still king
There is a clear golden thread that runs through those disruptive companies — they deliver a superb customer experience
The problem with synonyms is that they don't make for great business models; they shed little light on what makes for a disruptive model, and even less on what makes an industry vulnerable to disruption. However, there is a clear golden thread that runs through those cliche companies: they are able to reach more people than ever before by allowing them to do what they have always done, but in a simpler, quicker, more streamlined and more efficient manner. In short, they deliver a superb customer experience. In this light, it is glaringly obvious when industries are ripe for disruption: they provide a poor customer experience. Think telecommunications, where the biggest customer-carrying companies in the world can't deliver a decent call-centre experience. Think government, where the institutions that separate more money from citizens than any other in the world are unable to streamline services that require people to stand in endless lines. "Disruption is not a technology thing," ag...
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