Richard, this is a brilliant articulation of why so many old business models are feeling the strain today and failing. The distinction between the internal unit of revenue and the customer unit of value is a framework that, of course, applies far beyond aviation. It is a powerful reminder that while efficiency is managed in spreadsheets, loyalty is won with happy customers.
Your point about relational coherence really stands out. It is often where the most technically rational decisions become the most relationally damaging to customers. Focusing on the customer's actual objective rather than the company's internal containers is a smart shift for any leader looking to build a massive advantage. Thank you for this.
Richard, this is a brilliant articulation of why so many old business models are feeling the strain today and failing. The distinction between the internal unit of revenue and the customer unit of value is a framework that, of course, applies far beyond aviation. It is a powerful reminder that while efficiency is managed in spreadsheets, loyalty is won with happy customers.
Your point about relational coherence really stands out. It is often where the most technically rational decisions become the most relationally damaging to customers. Focusing on the customer's actual objective rather than the company's internal containers is a smart shift for any leader looking to build a massive advantage. Thank you for this.