Escrevo também que o século XXI será o século do Estranhistão, o oposto do século XX.
Enquanto o Normalistão tudo comoditizou, elevando a interacção zero ao altar supremo (Grab & Go; automatização; compra online; ...), no Estranhistão quanto mais interacção melhor. Sem interacção como criar uma experiência e um negócio excepcional?
- Um exemplo do mobiliário (ontem)
- Mais um sintoma do Estranhistão (quinta-feira passada)
- "There is no such thing as an average or old-fashioned business" (quarta-feira passada)
"The act of scaling beyond a certain point is a dilution of quality.
Scale is the decision to serve more people. This means swapping “by hand” for more efficient means. Efficiency is the choice of speed over quality. It’s trading exceptional, exquisite, and excellent for “good enough. Scale doesn’t mean that something isn’t good, useful, or even that it isn’t worth buying. But it does mean that trade-offs were made.
To retain exceptional, exquisite, and excellence, you have to make greater investments, investments that kill efficiency. You have to hire more people to create high touch, high value, and high caring. You have to keep slack in the system when your competitors are working on becoming leaner. The decisions you make because of your choice of strategy must look like madness to your competitors.
Exceptional takes more investments in time, money, and caring. Good enough is about being efficient."