The Story
Whilst researching a post about Morrisons and its customer service on Twitter, I discovered that even though I could see all the customers that had an experience on a given day, they couldn't see each other and at least one person commented on her impressions being totally different when she discovered the 'big picture'. This left me intrigued.Then I was reading about Elon Musk and his suggestion about first principles as great place to start looking for innovative ideas. I prefer this idea to thinking in analogies - which are great for many things, but perhaps less for disruptive innovation.
That is when a weird thought came to me - a first principle of human interaction is that we seek connection. What if we could be connected by shared experiences as customers - what might happen?
Honestly I don't know and I would like to find out. Better still I would like to see if what I find can form the basis of a viable startup business. Regardless - it would still be interesting to explore what a direct interactive connection between consumers around a shared experience would mean for customer services, how commerce is conducted and maybe even how we think of each other as human beings.