Self service doesn't equal no service

Self Service ≠ No Service

In this cost conscious age many organisations are looking for ways to maintain margins by managing their cost base.  When they look around for low hanging fruit they see the opportunities opened up by the increasingly connected world and the changes in people’s willingness to do themselves, what others have done for them before.  The…

Commoditisation - Friend or Foe?

Commoditisation – Friend or Foe?

If we look at business models in the last century then the major innovation was the introduction by the Ford Motor Company of the assembly line.  The approach created competitive advantage through efficiency and since this breakthrough in Detroit which began operation on 1st December 1913 many people have embellished and adapted it to further refine it. For…