Ah, the webs we weave! Yesterday marked the first day at Supernova where a group of smart and progressive thinkers is having a conversation around the future of work. Deborah Schultz poses some intriguing questions around a behavioral code of conduct that takes into consideration the impact of the network (or the new network, as they dubbed it) on business and relationships. In particular:
How will companies and customers find each other in the future?
To which I add, who services the new network?
I've been thinking about this after a conversation I had with Fast Company Senior Editor Charles Fishman last week at a Fast50 event in Philadelphia. We talked about my post What if Customers WERE the Service? and he wondered out loud why we should let companies like Best Buy get away with doing even less than they are doing now.
If customers are doing all the work in terms of self service, and now increasingly of self check out -- how many times have you called a number to learn that you could purchase a ticket or make a reservation online only? -- where do companies fit in? And what is the new role of marketing? I have some ideas, but I would love your take.
My inquiry at this week's FC Expert blogs provides more examples of what I'm thinking about. The bottom line is, have we gone too far or not far enough? What do you think?