In conversation with Rory Sutherland - Part 1
Simplifying Complexity
00:00
Efficiency vs Effectiveness in Business
Optimizing for efficiency can lead to a decline in customer satisfaction and loss of competitive advantage. While efficiency may be seen as a proxy for effectiveness, focusing solely on efficiency can result in a homogenous approach that reduces resilience. The key to business resilience lies in prioritizing the customer experience over mere efficiency measures.
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