I was interviewed by the Manufacturer magazine this month and laid out my thoughts that service thinking is one of the key pathways to business growth. The secret is to gain a deep insight into the customers business model and processes, and then figure out the products and services that can make a real difference to their profitability. This is the secret behind any successful product or service innovation and is why good companies are generally profitable.
Indeed with the whole digitalisation of products, I can see that in the future we will stop differentiating between products and services, and focus more on solutions, outcomes and customer experience.
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