Do you tend to prefer the book…or the film? I was bowled over by meeting Andrew and Rob from the company Ten as they are the living archetype of my absolute favourite consumer book of the last five years – The Support Economyby Shoshana Zuboff and Jim Maxmin
The core idea of the book was that in a world of complexity, customer service needs to adapt to start from the needs of consumers rather than pushing what companies want to sell. Ten is taking this out in a myriad of ways, including some upcoming attempts to pilot a G10 low-carbon lifestyle support service.
The book, which wants to change the world, or the business that is starting to do it for a few? I can’t quite make my mind up.