Category Archives: The Principle of Completion

It’s obvious that your products meet a customer need. But your customers also use products which have nothing to do with you. Many of these needs are linked to each other. This principle is about the art of alliances, building a set of offerings that span the spectrum of customers’ needs. The alliances you choose will define you in the future. Those who are isolated will be left behind.

Beating eParadise – How Cross-Industry Collaboration Must Evolve


Cross-industry collaboration must be interpreted in a dramatically different way today. That’s because the most noteworthy competitors in any industry today have among them several non-traditional players. These include upstarts who have started with simple, logical, online models and are now slowly expanding to gobble up adjacent sectors – Amazon, Airbnb, Alibaba, Uber, PayPal, WeChat to name a few. And then […]

Connected customer experiences – Now HorizonbFit!


Promotions and customer experience are crossing new frontiers! The latest is Horizon Blue Cross Blue Shield of New Jersey launching a loyalty program that rewards people if they exercise regularly. Preventative healthcare is big today, especially as insurers find new and innovative ways to reduce redemptions, and then hopefully, our premiums. Initiatives such as these on connected customer experiences provide a huge jump in […]