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This impulse challenges us to think about our relationship with our customers and to redefine our role. It is about changing from a pure provider role to a servant role. This requires a high degree of empathy and anticipation in order to meet the wishes and needs of customers before they are expressed. This way of thinking can not only improve customer satisfaction, but also create new business models and competitive advantages.

Let's take Spotify as an example. The music streaming service has used algorithms and artificial intelligence to deliver music recommendations that not only meet users' tastes, but often anticipate them. Personalized playlists such as "Discover Weekly" or "Daily Mix" are the result of this strategy. They virtually read users' musical wishes from their eyes before they have formulated them themselves.

Follow-up questions

  • What opportunities do you see in your company to better serve your customers?
  • How could you improve your products or services to better meet your customers' needs?
  • What technologies could help you anticipate your customers' needs?
  • What new business models could emerge if you better understand your customers' needs?
  • How could you use your customers' feedback more effectively to anticipate their needs?
  • What steps could you take to promote a stronger customer focus in your company?

What place does your company have in the world of TOMORROW?

What place does your company have in the world of TOMORROW?
How do you inspire the customers of TOMORROW?
What place does your company have in the world of TOMORROW?
How do you conquer the digital markets of TOMORROW?
How does your company still create value TOMORROW?
How do you transform your business model for TOMORROW?

MORGEN helps managing directors with the right questions to transform their companies.

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We ask the right questions

Our workshop card set includes a selection of around 50 cards with impulse questions on the topics of sustainability, digitalization, values and customer centricity, which you can use to work on new business models. You can find more impulse questions in our digitalization tool MORGEN People.

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