“you’ve got to start with the customer experience and work backwards for the technology."
Battle for Profit is won with great relationship ( suppliers, employees & customers ) and not by logical /rational analysis of left brain thinking alone.
Just shut up , create memorable customer experience and allow/ enable customers to become brand ambassadors.
Unexpected Speed ( Execution, Thought, Response ) WOWs !!
No focus on CUSTOMER. - Business Plan/Strategy defines everything else but Customer Experience company propose to offer.