What Customers Prefer (Friday Quote)

hbrToday’s Friday Quote is from an article in Harvard Business Review by Darrell Rigby on the need to fuse the digital and brick-and-mortar operations of retail. It’s a useful reminder that organizations–still–are putting themselves at the center of the universe, and that’s not going to continue to pay off.

Here we are, a quarter century into the digital revolution, yet many companies still agonize over whether to invest significant resources in digital capabilities. Those that have done so tend to run their digital operations as independent business units–the way companies prefer to manage them, as opposed to the way customers expect to use them.