This piece critiques the assumption that businesses can simply deliver value to customers, portraying them as passive recipients. It draws a parallel to the character Neo from the Matrix, highlighting that just like Neo, customers are active agents in their own narratives. The article argues that organizations must recognize this participation to successfully engage and meet customer needs.
By flipping the paradigm, the author underscores that understanding customer motivations and actively involving them in the value creation process is crucial. This perspective encourages businesses to reevaluate their approach in fostering relationships with customers. Ultimately, the piece invites organizations to transform their mindset, acknowledging customers’ autonomy and roles in shaping their own experiences with products and services.
👉 Pročitaj original: Forrester
