How Industry Leaders Reinvent The Customer Experience With Ideas Like ‘Device-olation’
Forbes | February 23, 2015
As corporate lore tells us, back in 1872 the two largest railroad owners, Cornelius Vanderbilt and Tom Scott, formed an unlikely alliance to try and increase transport rates to the country’s largest oil refiner, John D. Rockefeller. Rockefeller responded by leapfrogging railroad transportation with the daring new concept of building pipelines for oil transportation (originally building 4,000 miles of pipeline), delivering what customers wanted – oil – and in the process reinvented his business and America forever. Reinventing business around customers continues to be part of the fabric of American enterprise.
To get a view of how top businesses are reinventing business around the customer in our fast-paced digital world, on January 29, 2015 I moderated a conversation with four industry leaders from education, retail, luxury service and customizable lifestyle.