"There was a time when a commodity was defined as something that is standardised, fungible, provided without differentiation. And companies moved heaven and earth to try and find a way to differentiate.Basta pensar nos bancos, a tornarem-se "vending machines"
There’s a new definition of commodity emerging: a product or service where there is no relationship between customer and company. Companies in that position will go the way of all flesh."
Trecho retirado de "Thinking about change and choice and consequence"