Perceber a disrupção em curso

"Which Customers to Listen to, When"

"So, the question is, why — with a strong understanding of the dynamics of disruption — are we still so slow to move? [Moi ici: Lembrar sempre, quem abraça as disrupções? Os clientes "overserved"]
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Most businesses aren’t listening to the right customers. Most businesses spend their time listening to their most demanding customers [Moi ici: Os clientes underserved, os que não estão afim da disrupção] — not only because those customers tend to be the most profitable, but also because our listening techniques direct us towards the customers who speak the loudest. And we end up ignoring — sometimes not even hearing — other customers who may become equally valuable in the future.
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It’s the way we listen that allows good companies to get eaten from the ankles up; forced to react, not anticipate. To get ahead of disruption, managers need to fundamentally change how they gather customer feedback.
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Once a disruptive substitute emerges, the paradigm changes. Instead of complaining, customers at the low end of the market can simply leave. They no longer feel captive, as if their only option is to yell as loudly as possible in order to be heard. They don’t feel an emotional investment. They simply feel like they made a temporary decision, and its time to make a new one. So they exit. 
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Adapting to disruption is never easy. But it is possible to be aware of the threat far before it’s tearing your business apart. The key is understanding which customers you naturally listen to, and to focus some of your listening on those that you don’t before its too late."

Contudo, antes de sair a correr atrás dos clientes perdidos para o disruptor, interrogue-se:

• pode a minha PME competir com o disruptor?
• tem a minha PME estrutura de custos para ombrear com o disruptor?

Os jornais, por exemplo, tentaram combater a internet e, nunca recuperaram os clientes perdidos e, ao reduzirem a sua estrutura de custos de forma cega, alienaram muitos clientes que ainda confiavam neles, ao corroerem os atributos que ainda os convenciam.