Consumers

Understand the consumers of your services.

I know some who invest in chat bots and not knowledge management and others the exact opposite.

Align your resources with what the consumers use and want.

Everyone would agree that this is good practice.

However, I come back to a Henry Ford quote (paraphrase):

“If I had asked my customers what they wanted, they would have told me faster horses.”

Sometimes, when looking at the metrics, we see patterns and trends and think there’s an obvious path, but innovation disrupts everything.

There are things coming that will disrupt our current plans.

Be iterative. Be flexible.

See the disruption as opportunity.