Unhappy customers are the reason for the disruption than the Technology
Thales S. Teixeira
A recently published article in the Harvard Business Review written by the author Thales S. Teixeira (Associate Professor at Harvard Business School and who wrote ‘Customer Value Chain: How Decoupling Drives Consumer Disruption) titled “Disruption starts with unhappy customers, Not Technology” elaborates how the dejected customers become catalysts in the creation of the unforgettable brands like Amazon, Airbnb, Alibaba, Facebook, Pandora, Skype, Uber and so on.
In short what he says is “Disruption is a customer-driven phenomenon. New technologies come and go. The ones that stick around are those the consumers choose to adopt. Many of the fast-growing startups such as Uber, Airbnb, Slack, Pinterest, and Lyft don’t have access to more or better innovative technologies than the incumbents in their respective industries. What they do have is an ability to build and deliver faster and more accurately exactly what customers want. This is causing the change-of-hands of sizable amounts of market share is relatively short periods of time. That is the basis of modern disruption in a nutshell.”
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Srini