ESMT Update June 2018
In his April 2018 letter to shareholders, Amazon CEO Jeff Bezos wrote, “One thing I love about customers is that they are divinely discontent. Their expectations are never static – they go up. … You cannot rest on your laurels in this world. Customers won’t have it.”
Under the theme “Business Models: Upgraded,” this issue of the ESMT Update explores how this phenomenon is playing out across the business landscape. How have digitization, smartphones, and internet connectivity changed consumer behavior and brand engagement? How are companies and their executives answering the call to provide new, improved, and future-ready versions of their products and services?