Build for Change – the Risk of Customerpocalypse
By Alan Trefler.
A lot of companies across the globe are going to die over the next few years, not because of macroeconomic stress but because there is an entire emerging generation of customers who hate doing business with them.
These companies are going to die from some form of customer stress, Alan Trefler, entrepreneur, CEO and founder of Pegasystems, argues in this extract from his book Build for Change.
Death may come as the result of self-inflicted wounds the company should have known to avoid, which means it is kind of like suicide.
It may come from involuntary manslaughter by a new generation of customers. Or these new kinds of customers may just outright murder companies they decide should be put out of their misery. It is the Customerpocalypse.