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Platform Becomes Disruption
How the most powerful platforms don't just optimise their business models they redraw the rules, reshape ecosystems and redefine where value is created.
We help leaders redesign their organisations around the lives, needs and experiences of customers, creating deeper customer proximity and opening up new opportunities for value creation.
Incumbents organise around the business.
Insurgents organise around the customer.
Bring customer reality closer to the people making decisions.
Turn customer understanding into decisions, actions and new sources of value.
Redesign value creation from the customer backwards.
Move from studying customers to creating value with them.
Bring the customer directly into strategic and operational decisions.
Customer proximity is the continuous pursuit of achieving near-zero distance between the firm and its customers or consumers, towards a symbiotic and essential relationship.
Nine attributes describe a customer-proximate firm.
A new CEO seeking to change the culture of a large institutional network of aged care facilities to place the customer at the centre of everything it does.
A complete and total reframing of the culture around the residents and clients through customer proximity (the culture) and co-creation (the method).
NPS and client satisfaction almost doubled in the first year. Carer and staff satisfaction increased by double digits. Vacancies declined significantly.
“We fully embraced customer proximity as our primary organising principle. This gave our organisation a higher purpose and an almost total obsession with working with, not just for, our clients.”
CEO · AGED CARE NETWORK
How the most powerful platforms don't just optimise their business models they redraw the rules, reshape ecosystems and redefine where value is created.
How the most powerful platforms don't just optimise their business models they redraw the rules, reshape ecosystems and redefine where value is created.
Reimagine your organisation to build deeper, more valuable customer relationships.
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