The financial crisis of 2009 had two measurable outcomes on business strategy. First, it led companies to increase their focus on better P&L outcomes to satisfy a more demanding and conservative investor market. Second, it highlighted the need to meet the more immediate and customized needs of consumers, brought to the forefront through massive technological innovation.
These strategies converged to create an environment where business growth has been centered on the overall customer experience, beyond the product or service provided, particularly where the expansion of delivery channels with post-use influence are foundational contributors to competitive growth.
