In The Age of Disruption, Customer Love Is More Important Than Ever


Think about how frustrated you were the last time you waited for your cable guy to show up, or how annoyed you got when you settled into the back of a cab, only to have the driver tell you he wouldn’t take a credit a card. What about the time you had to pay a hefty fee for the right to text and use data on your smartphone outside of the country?

These scenarios are probably all too familiar to many of you.

The good news for consumers is that these frustrations have been addressed by various startups (or existing businesses with better ideas) in recent years. These companies recognized that incumbent industries were responding to their own operational requirements, instead of their customers’ needs. When these newer businesses came along, they were able to take advantage of customer disaffection and grab gobs of market share, while shaking their competitors to…

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Author: rjbailey

"I have no idea what I'm doing, but I know I'm doing it really, really well." - Andy Dwyer

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