Chapter 10
Principle Eight: Look Beyond ‘Us and Them’
Starting with what works relies on making connections among overlooked resources. It asks us to recombine those resources and quickly test the new configurations with customers. That often requires looking past old categories and operating across functional boundaries. And that in turn depends on how we think about relationships between Us and Them.
Us and Them stories abound inside the organisation. Ideally, these stories foster cooperation and synergy. But often they are sources of stress and conflict, making it hard to create joined-up experiences for customers. When sales is blaming production, ...
Get Start with What Works now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
