Service companies can’t show customers a tangible product. Since services are intangible, the only way to sell them is by making a promise to perform. But most service companies fail to keep their promises, leaving customers frustrated, confused and abused. Why do so many service companies fail to keep their promises to customers?
Customers have become [...]
A lot of problems in business could be solved if we could align the interests of employees and managers with owners. Is there a way to get everyone to act like owners? The answer is yes – but not without changing the structure of your company in ways that might make you a bit uncomfortable.
The [...]
The emerging service economy will require business and society to do some some fundamental restructuring. The organizations that got us to this point have been hyper-optimized into super-efficient production machines, capable of pushing out an abundance of material wealth. Unfortunately, there is no way to proceed without dismantling some of that precious infrastructure. The changes [...]
Ironically, a history of success may be the biggest reason companies lose touch with customers. Success can fuel enormous growth and even lead to market dominance. But it can also lead to over-expansion, blind spots, complacency, bureaucratic rigidity and risk-avoidant cultures.
Customers are becoming aware that they have the power to collectively organize and protest, and today they have the tools to do it. Revolutions never start at the top. They start with people, when they begin to recognize the power that comes from numbers.
The business environment is being disrupted by fast-moving innovators. How can they grow so fast?
Change is accelerating, to the point where it will soon be nearly continuous. Periods of sustained competitive advantage are getting shorter, and there are a host of studies that confirm that this. It’s not just something that is happening in technology, either. It’s happening in every industry.
We need to change the way we think about change.
For centuries, we’ve been using data to make sense of what’s going on around us. Understanding social business would be simple, similar to understanding how weather works, if we only had the data…
People often ask me how to visualize information. They ask things like “How can I visualize my industry ecosystem?” or “How can I visualize how my product works.” Getting the question right is the most important component in information design, and it’s the most common point where information design goes wrong.
We at Dachis Group are very pleased to host the Social Business Summit, which is rapidly becoming an annual signal of Spring in the world of Social Business. The Social Business Summits unfold across the world, a movable feast that brings the people who are designing the future of business to share the ideas and experiences that are shaping our picture of the 21st century enterprise.
