I share with you, the reader, a part of my journey as I am working on one conceptual paper for my PhD related to customers and ecosystems. This article is also on the meaning of words, especially high-mileage words that we frequently take for granted. Being immersed in the practice of service design, and now…
Tag: customer
The many faces of customer orientation
The Covid-19 pandemic has highlighted the role of customers in business. It has become dramatically clear to many that without customers there is no business. Now when everything is upside down it is timely and relevant to reflect on this old but fundamental issue. Not that managers would not know it, in principle. It has…
My Friday Bun Experience
It is a rainy Friday morning in January, with heavy grey skies. The wind rips my clothes and the rain feels like needles against my face. It is one of those days you’d rather not have gone out at all. I am on my way to a business meeting, and I‘ve got a few minutes…
The product always obscures the customer
Customers form the most important resource of a firm. Without customers, the firm cannot exist. Think about the heading again. The product always obscures the customer. An obsession with products, production processes and routines creates near-sightedness and makes customers invisible. If this indeed is the case, how can firms successfully maintain their customer relationships, and…