Adding Value by Catering to Customers
And it gets worse…the assumption that this is the only legitimate way to produce value for our customers ends up blinding us to the fact that our product is polymorphic. It has many shapes and meanings. For the last decade or more we have been on the quest for the call waiting of the electric industry. Call waiting came about because someone was able to view phone calls as human connections. It wasn’t about low cost connectivity; it wasn’t about the reliability of my phone service. Rather it was about my phone fulfilling my need to be aware of who was contacting me and why.
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