In this modern day fable (if you can’t see the video, click here), notice the reoccurrence of themes we’ve been talking about:
- Guided not Governed
- Leading not Managing
- People not Parts
- Personal Relationship not Public Relations
- Dynamic not Static
- Homemade not Factory made
- Collaboration not Control
- People 2 People, not Person 2 People
- Friendship not Fear
This is the time of year when bloggers make their predictions about next year, and already a load for 2010 are here, with David Armano‘s in particular available here (as well as on a dozen other sites).
I made my predictions earlier this year, to which most people disagreed. I still stand by them, and in actual fact I had some more of them confirmed this last Monday when speaking with EDF Energy. Dan Pritchard from EDF was telling me that they over the coming years they will be removing their ‘one size fits all’ gas and electrics rates in favour of tailored packages for individuals, with customer service reps being the ones who will talk through with you on the phone and help you select a tariff from one of many offerings that fits best with your needs.
Let me rephrase Dan’s language into my overly extended metaphor. We are no longer fitting our customers into the factory mass-produced moulds. We are going to their homes, sitting down with them, and personally customising from a number of tariffs the best package for them.
This is P2P. This is guidance not governance. This is lifting restrictions.
Sure, they’ve got a long way to go, but this is a huge multinational that is making steps now to get into a P2P mindset, whilst mapping out the corresponding actions that benefit their customers.
Can you imagine what it’ll be like when millions of customers get free from the factory?