31 July

Another lens to view our world through (see link). This example comes from business, but applies to anything society does I think. Most of what’s seen as disruption in business is really that companies are dumber than their customers. Smart customers, dumb businesses. People are connected now, they have many ways to ask each other what’s going on, what’s a good deal, etc. Applies to politics too, or journalism, or education etc. The old days where institutions of any kind ‘serviced’ people are mostly over, now people are creating their own institutions, driven by them, in real time. It’s sometimes very clumsy in early stages, but this Is the fundamental shift happening in our time, as I see it. https://hbr.org/2000/11/smart-customers-dumb-companies