#33 The Power of Proximity in Enhancing Customer Experience

On this episode, we explore the concept of proximity and how technology is enabling products and services to be delivered faster and tailored to individual needs with authors Robert C. Wolcott & Kaihan Krippendorff. They discuss real-world examples of proximity, such as vertical farming, 3D printing, and on-demand pharmaceutical production, and highlight the impact of proximity on customer experience demand, including the expectation for customization and immediacy. The conversation also touches on the sustainability benefits of proximity, such as reducing waste and greenhouse gas emissions, and the importance of cross-industry exploration and learning from other industries to stay ahead of rapidly changing customer expectations.

Key Takeaways:

• Proximity is the ability to compress capabilities into smaller packages and distribute them closer to each moment in time and space.
• Technology is enabling proximity in various industries, such as vertical farming, 3D printing, and on-demand pharmaceutical production.
• Customer experience demands are shifting towards customization and immediacy, driven by the expectation of personalized and fast delivery.
• Proximity has sustainability benefits, including reducing waste and greenhouse gas emissions.
• Cross-industry exploration is crucial for staying ahead of rapidly changing customer expectations. Never assume you know what the customer wants; continuously challenge yourself to discover and meet their evolving needs.
• Understand the complete customer journey and avoid myopically focusing on your own strand in that journey.
• Embrace technology to enable proximity and deliver value to customers where and when they need it.
• Think beyond the current constraints and envision new possibilities for your company and its offerings.
• Facilitate workshops and conversations to encourage out-of-the-box thinking and explore the potential of proximity.

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Mission.org is a media studio producing content alongside world-class clients. Learn more at 

mission.org