March 30, 2012
This is a blog post about managing the customer’s experience, a critical component of business model innovation. For the intro, Netflix will play the role of poster child for how-not-to. United airlines will then step into that role a bit farther down. In Netflix’ case, it looked the company was heading for another brilliant year [...]
Read the full article →
August 6, 2010
I’ve been writing about our process for helping our clients design new business models. This is the third installment. The design of a successful new business model is always based on one key factor: the customer’s experience. Did you ever wonder why customers might not like you? The photo above captures our ongoing confusion in [...]
Read the full article →