Indeed the Whitney Houston story is exactly one of the things you need to do to simply grow your business. Focus on scale, and be very weary of spending too much time on tailormade offers, services, ... for a specific customer. Not very easy to keep the focus on that though ;-)
The Witney Houston comment compares to a point you made in a presentation years ago about shoplifting and the fact shops put these kind of barriers in place that undermine the experience for 99.9% of the customers that do not intend to steal. I was in a hotel in Vegas a few months ago and they had all the drinks and snacks on sensors. Not realising it, I touched the water bottle and it was immediately charged. It took me 20 minutes and a lot of hassle to correct it.
Indeed the Whitney Houston story is exactly one of the things you need to do to simply grow your business. Focus on scale, and be very weary of spending too much time on tailormade offers, services, ... for a specific customer. Not very easy to keep the focus on that though ;-)
The Witney Houston comment compares to a point you made in a presentation years ago about shoplifting and the fact shops put these kind of barriers in place that undermine the experience for 99.9% of the customers that do not intend to steal.
I was in a hotel in Vegas a few months ago and they had all the drinks and snacks on sensors. Not realising it, I touched the water bottle and it was immediately charged. It took me 20 minutes and a lot of hassle to correct it.
Exactly that! Thanks for sharing your story with us!