Disruption and Confidence
Disruption comes in many forms. It can even be disguised, sometimes as radical change, sometimes as a simple withdrawal of a system, product or service that was expected to always remain. Disruption means different things to different people. It effects people of different ages and different demographic backgrounds in quite different ways.
Simplistically, the disappearance of the local phone box or letter box means nothing to the young or the well ‘wired’. To the elderly, or infirm, it may contribute to a loss of communication and contact. The bank branch that closes – rural services closing, have different effects on different groups. Very isolating.
In business, it seems that massive disruption is with us every day now. Entries, exits, booms, busts, forwards, backwards. The speed of change and the information overload reporting it, is immense. China up, China down and on it goes.
And what is damaged most? CONFIDENCE. Confidence is shattered. Clients are left bewildered and wondering.
Is it possible that our general loss of confidence is a direct result of disruption? Is constant change wearing us down? If so, implementing change in quality businesses should include a very clear and confidence producing discussion with the client base. Ignore client feelings at your peril.