The interaction revolution
Roughly:
- 1600 – 1830: Exchange
- 1830 – 1960: Exchange + Manufactured goods
- 1960 – 1990: Exchange + Manufactured goods + Service
- 1990 – 2005: Exchange + Manufactured goods + Service + Technology
- 2005 – xxxx: Exchange + Manufactured goods + Service + Technology + Interaction
Firms’ competitive advantage more and more starts at learning how to communicate with customers, telling a specific story, and managing well-designed interactions (purchases, questions, complaints, etc).
When is xxxx? What does it trigger? What will be next?
