Customer Growth Strategy · Innovation

Prevention or remediation?

The forward-thinking organization worries about prevention: prevention of customer defection or declining engagement; prevention of an upstart competitor or disruptive technology irreparably harming their business model; prevention of bad word-of-mouth undermining their brand reputation; and so on.

In fact, they not only worry about it, they have systems, processes, metrics and, in some cases, whole departments that are designed to spot problems early and leap on emerging new opportunities.

Contrast that with the remediator. Remediators take a wait-and-see approach and their metrics are focused on the rear view mirror. They lack any meaningful commitment of resources to innovation. They live in reaction.

Not all that surprisingly, “stuff” seems to happen to them and often it seems as if they are painfully unaware–often until it’s too late. Remediators start a lot of sentences with “we should have…”

Innovation almost never happens by accident.

A little bit of paranoia never hurt.

Hope is a great attitude, but not much of a strategy.

Nobody every remediated their way to greatness.

And most train-wrecks can be prevented.

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