Disruptive. But not always in a good way.
The ‘on demand economy’ and the 'disruptive' brands that are creating and supporting it is the current buzz in the marketing world. In the last week, I’ve attended two presentations where the likes of Uber, Airbnb and Deliveroo have been held up as great examples of a new way of doing business. Putting the customer experience at the centre, relying on crowd-sourced reviews, shaking the complacency of established brands and service models, moving to a [...]