In a perfect world
Many people see technology as the driving force behind innovation…but not us. Companies like Uber, Air BnB, eBay and Amazon have managed to shake up their industries not just by using technology and developing a platform but by focusing on what customers really want, and then built systems and infrastructure around that.
Customers wanted to feel safer by knowing who their drivers actually were, so Uber profiles and rates all its drivers. Customers wanted more localised and genuine experiences which Air BnB facilitates. Customers wanted faster packages, so Amazon have invested heavily to improve its supply chain.
In order to be disruptive, all of these brands have put the customer’s needs front and centre of everything they do and are actively listening and collecting information on how those needs might be changing.