13 July 2025

The Great Reset

Recommendation

Urban studies scholar Richard Florida first popularized the idea of the creative class. Now he argues that saving the last shreds of the factory-driven industrial system makes no sense. A massive overhaul is underway, and knowledge workers are its new vanguard. Florida makes his points in short, punchy chapters, but steps away from stating the obvious. BooksInShort recommends this book to economists, politicians, urban planners and anyone wanting a sense of the likely future.

Take-Aways

  • The current economic crisis is most similar to the “Long Depression” of the 1870s.
  • The US is in the midst of a “reset” from an industrial to a knowledge economy.
  • The new economy will be mobile and flexible; it will orbit around “megaregions.”
  • An important part of economic overhaul is geographic, the so-called “spatial fix.”
  • Big cities such as New York will increase, not diminish, in importance.
  • The coming economy will draw on each person’s creative potential.
  • America should elevate service jobs so they can become careers.
  • High-speed rail ought to be a key part of the economic future.
  • The new economy will mean renting, not owning, a home.
  • Propping up the economic factors that caused the crisis makes little sense; the US needs to move on and install a new infrastructure that values each person’s talents.

Summary

Where the US Has Been and Where It’s Going

Today’s economic crisis has been in the works for years. And, the US has endured major downturns before, in the 1870s and the 1930s. Such times of upheaval are “Great Resets,” when the economy remakes itself for a new kind of prosperity. Resets change where you live and work – a “spatial fix.” This new society will be less anchored and more mobile, with rental housing rather than home ownership, and public transportation rather than cars. Enormous megalopolises will emerge as engines of economic purpose.

“Times of crisis reveal what is and isn’t working.”

The “Long Depression” of 1873 arrived on the back of banking woes spurred by bad mortgages and high-wire financial products. This fiscal catastrophe marked the birth of big industry, as advances took hold in steam turbines, internal combustion engines and steelmaking. This was the time of Thomas Edison and George Westinghouse, inventors who created industrial systems. Those systems improved railroads, produced trolley cars, and promoted the development of public schools focused on literacy and social skills for future factory workers. College availability grew and education expanded, particularly in training engineers.

“Housing was an unsustainable engine of economic growth. Too many cities simply lacked the underlying economic base and productivity to support high housing prices.”

After the Long Depression, three decades of rapid expansion filled cities. As the new industrial economy swelled, manufacturing payrolls and Americans migrated to urban areas. By the beginning of the 20th century, New York, Chicago and Philadelphia each had more than a million residents. Approximately 27 million immigrants from Europe diversified the nation’s culture. Factories became the central organizing element of changing cities.

The “collapse, in the early years of the 21st century, is the crisis of the latest economic revolution.”

The Great Depression that followed the 1929 stock market collapse scarred the national psyche. The 1930s were the century’s most technologically active decade, in retrospect surpassing the more narrowly effective tech years of the 1990s. The Depression saw the spread of radio and refrigeration, and a fall-off in marriage and childbearing. Entire families worked to make ends meet. Continued improvements in streamlined mass production led to technological gains and peak productivity. Research and development expenditures “actually doubled over the course of the 1930s.”

“Great Resets are broad and fundamental transformations of the economic and social order and involve much more than strictly economic or financial events.”

The rise of suburbia began with new federal outlays for housing assistance, education and war-related manufacturing. High school graduation rates rose, and, after World War II, thanks to the G.I. Bill, college enrollment climbed. Federal labor laws drove wages up, and assembly-line jobs became careers. The government underwrote road building in the late 1950s, and suburbia grew.

“Inquisitiveness and analysis, knowledge and invention [are] the necessary tools of the modern world.”

The suburbs provided the “Second Great Reset’s” spatial fix and required owning a home. By 1960, more than 60% of Americans lived in their own little castles. Such cyclical geographic realignments follow a five-step pattern: The economy stalls along with the old system, the market begins to welcome fresh innovations, those innovations become the structural steel of new systems, public and private money expands the new way of life, and the spatial fix appears.

“The places that thrive today are those with the highest velocity of ideas, the highest density of talented and creative people, and the highest rate of metabolism.”

In the early years of the 21st century, the home became a virtual ATM as new financial instruments turned many more people into home buyers, and some of them into speculators. This was the end of a 30-year period in which consumers ran up debt ($5.3 trillion by early 2009). The factory economy shrank and took the middle class with it. The wealthy grew wealthier, while personal bankruptcies increased.

A Tale of Several Cities

The downturn eviscerated New York City’s finance industry, with devastating consequences for city revenue. But an established financial center is almost impossible to dislodge. The United Kingdom lost its global economic pre-eminence in the 1870s, but London stands with New York today as the two top financial centers in the world. The financial sector constituted only 8% of New York’s economy, as compared to Bloomington-Normal, Illinois, a mid-sized city where 28% of the jobs were in finance. Due to its economic diversity as the nation’s biggest megalopolis and locus of creative talent, the city of New York was able to rebound.

“Regional economies...based on blue-collar industries are headed for trouble.”

The global meltdown engendered predictions that China in general and Shanghai in particular are poised for imminent dominance of the world’s financial centers. But despite massive growth, the People’s Republic of China remains part of the developing world and will not compete with New York or London for decades. A lack of appeal or openness to the best talent holds back other Asian and Middle Eastern cities. Even sophisticated Japan rarely admits immigrants. New York’s and London’s cultural and societal environments draw finance professionals.

“We need to...make smarter use of both our urban spaces and the surrounding suburban rings – creating comfortable, affordable living space for people while at the same time providing an improved quality of life.”

The economic diversity of Chicago and Los Angeles should help them survive the downturn. Even Charlotte, North Carolina, with nearly half of its economy devoted to the finance, insurance and real estate (FIRE) businesses, had fewer job losses than expected, in part because of Wells Fargo’s buyout of Wachovia.

“Large-scale top-down government projects to revitalize communities do not work and frequently do more harm than good.”

Government capitals and college towns are also thriving. Greater Washington, DC, has one of the nation’s most robust job markets and leads the United States in percentages of residents with college and graduate degrees. College towns such as Ann Arbor, Michigan, draw skilled people.

The story changes in cities where manufacturing anchors the economy. For reasons including automation and cheaper overseas labor, only 19% of the US workforce now holds blue-collar jobs. The auto industry city of Detroit, Michigan, has been in a long decline: It has a shrinking population and 62,000 abandoned buildings or empty lots.

“Investing in high-speed rail systems may be the single most important thing we can do to bring back once-great Rust Belt cities.”

Pittsburgh, Pennsylvania, once reliant on the steel industry, began in the 1970s to remake itself with a push to pursue education and embrace wider skill sets. Unlike Detroit, a city of car-driven sprawl, Pittsburgh has an older urban core that has helped the reborn city – now distinguished by technology, medical research, education and sports businesses – retain its integrity. Detroit has many of the building blocks of Pittsburgh’s renaissance – major universities, a modern airport, thriving suburbs – and revitalization work is taking place, but it may be two generations before the city recovers.

“Mobility and flexibility are key principles of the modern economy. Home ownership limits both.”

Toronto, Canada, has done well during the slump, thanks to the stable Canadian banking system, the city’s diverse ethnic population and its multifaceted economy. The southwestern American Sunbelt suffers because its growth was based on housing and real estate. Phoenix, Arizona, and Las Vegas, Nevada, stand out as chief beneficiaries and victims of the housing boom, where home building generated rivers of cash but no industries to support the people living in the new homes. When the bubble popped, housing values in both cities dropped by more than half, and many residents lost substantial net worth. In Florida, another Ponzi-housing state, more people left than arrived as the market melted.

The (Healthy) Shock of the New

Americans have started changing their fiscal behavior. That’s laudable, but it is more important to develop a new accompanying economic system, which is the challenge of the “Third Great Reset.” Beginning in about 1980, the US economy shifted from manufacturing to knowledge work, which now accounts for half of US salaries. Enormous growth in the finance business accompanied this transformation. Although high-tech centers such as Seattle, Washington, continue to provide new products, such creativity has virtually vanished elsewhere. Many of the US’s current innovations depend on foreign thinkers, who create nearly half of all new patented products.

“We need to build the infrastructure of the future.”

The US is steadily adding service jobs (some 28 million over the past 30 years) and losing manufacturing jobs. Both trends will continue into the near future. While creative work must expand, the service sector potentially could offer the same kind of good wages and managerial advancement as assembly-line jobs once did. This requires the approach taken by companies such as Best Buy, which empowers its employees by encouraging them to suggest improvements to the way the retailer does business.

“A true Reset transforms not simply the way we innovate and produce but also ushers in a whole new economic landscape.”

American cities today are increasingly divided along lines of education and available work; this directly affects community well-being. Factory towns rank low in residential satisfaction, but people like living in communities with large populations of service workers, which provides further evidence that these kinds of jobs deserve an upgrade.

This idea faces some substantial obstacles, such as the durability of an old-fashioned culture that valued men for their manufacturing skills. The people of the US should take this “reset” time to exalt the utility of all work. “For the sake of the people who currently toil in the service economy” and the US’s long-term economic health, it should do everything possible “to turn service jobs into more innovative, more engaging, more fulfilling and much better-paid work.”

Before the 2008 crash, the US underwent a period of debt-fueled consumption in which Americans used more and more of their family budgets to pay for housing and cars. Real recovery will mean restructuring society to alter that consumption ethos and shifting to a lifestyle oriented around knowledge-driven industries instead of around the factories or infrastructure projects that benefited from the post-Depression Reset. Some signs indicate that a more frugal mind-set is taking root, as Americans roll back spending on everything from entertainment to driving. Younger people appear less interested in the old dual success trophies of car and house that inspired their parents. Further, consumption of “green” goods, at least in part for reasons of status, has taken pride of place over showy buys like “McMansions or Hummers.”

Megaregions

Today’s global economy runs more than ever on the efforts of the megalopolis, or “megaregion.” These giant concentrations of intellectual and productive power form urban concatenations such as “Bos-Wash” (Boston to Washington, DC), which includes the cities of New York, Philadelphia and Baltimore. Two-thirds of the world’s economic activity occurs in such regions. Their importance is only growing, contrary to predictions that globalization’s spread would diminish the necessity of cities. New York, Washington and Los Angeles continue to draw ambitious younger workers, mostly because there they can find the best opportunities for social and business advancement.

Megaregions impel the “Third Great Economic Reset’s” land-use restructuring. The near suburbs and inner cores of the big urban centers are being remade as the cities grow again, while outer suburbs and exurbs are remaking themselves in less car-dependent ways.

The world’s biggest, most successful cities have faster “metabolisms” than other places, because the talent clusters they attract create more innovation. Talented people need to live in places like New York to maximize their abilities and earning power. Such cities are greener because their density lets public transportation thrive, and skyscrapers mean high land-use density. In the ongoing reset, society needs that sort of sensible urban planning.

High-speed rail might be the smartest infrastructure investment the US can make, given that talent-heavy megaregions increasingly will command its economy. Critics deride the idea, saying that the US’s and Canada’s spread-out landscapes are unsuited to high-speed rail. But rapid train transit could be a lifesaver for the depressed factory cities of the Midwest that would benefit from quicker connections to more prosperous cities.

US housing policy, which overwhelmingly favors homeowners, no longer makes any sense. The new economy is mobile, and its opportunities place a premium on workers who can pull up stakes and go where the jobs are – something that’s much more difficult for homeowners. Widely available rentals in major urban cores would serve the future labor force far better than costly home ownership.

Today’s crisis is fundamentally worse than the 1930s Depression. Back then, large infrastructure investments helped pull the economy out of stagnation, but today the US has to build a whole new system. That system will need to assume the basic creativity of every person, upgrade service jobs, revamp education to encourage innovation, establish a “safety net” of portable job benefits and fund high-speed rail. The US must erect a new infrastructure for a new way of life that will use the talents of each person to a much greater extent than today.

About the Author

Richard Florida also wrote The Rise of the Creative Class and Who’s Your City?


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The Great Reset

Book The Great Reset

How the Post-Crash Economy Will Change the Way We Live and Work

Harper,


 



13 July 2025

The 2020 Workplace

Recommendation

Corporate learning professionals Jeanne C. Meister and Karie Willyerd bravely predict the nature of the workplace in 2020 despite the current white-hot pace of change – or, perhaps, because of it. They base their bold prognostications on two global surveys, one asking 2,200 working professionals what they want from their employers and the other asking 300 employers how they are preparing for the future. The authors also created case studies based on more than 100 interviews with the leaders of innovative organizations, including Cisco, NASA and Deloitte. They learned how progressive firms and their human resources departments plan to recruit, develop and retain top employees. BooksInShort recommends this singular glimpse into the future to professionals who manage workforces and workplaces. This faultless book’s revelations are fascinating and, for older workers, utterly unnerving. (As they prepare to take the stage, Millennials will love it.) Are you audacious enough for the new world? Brace yourself.

Take-Aways

  • By 2020, the workplace will be highly personalized and social.
  • Employers will need to adjust to the unprecedented challenge of having five generations of staffers working together.
  • Expect to manage employees with vastly different interests and life experiences from varied regional and ethnic backgrounds.
  • As recruiting, developing and motivating diverse employees becomes more critical, your firm’s success will depend on the quality of its human resources (HR) department.
  • Employers must provide 2020 staffers with fully individualized benefits and services.
  • Traditional offices and nine-to-five work schedules will be largely passé.
  • Knowledge workers will dominate. Lifelong learning will be the rule.
  • Employees will expect and demand robust internal and external online connections.
  • Prepare for this radical change, with the “Workplace Engagement 2020 Model,” based on “collaboration, authenticity, personalization, innovation and social connection.”
  • The future HR staff will include positions that do not yet exist, such as “talent development agent.”

Summary

2020: A Whole New Game

Employers will face a huge challenge: to recruit, develop and motivate employees of all ages and backgrounds amid breakneck change. Soon, five generations of employees will work together at once, from aging Traditionalists and Baby Boomers to “Generation 2020” – people born after 1997. By 2020, offices will be mobile to serve employees and team members stationed around the globe. The best employees will demand innovative, imaginative contracts. Employers who are unable or unwilling to supply such new paradigm agreements will come up short – and suffer accordingly – as they try to recruit top talent.

“The 2020 Workplace: An organizational environment that provides an intensely personalized, social experience to attract, develop and engage employees across all generations and geographies.”

By 2020, 10 major forces will dramatically affect employers:

  1. “Shifting workforce demographics” – Compared to 2010 workforces, US employee pools in 2020 will include more people older than 55, more Latinos (“30% of the US population by 2050”) and more women. “Age, gender and ethnicity” will challenge employers as five generations cooperate together in the workplace, specifically: Traditionalists (born before 1946), Baby Boomers (1946-1964), Generation X (1965-1976), Millennials (1977-1997) and Generation 2020. Because of a drop in fertility rates, the European and Asian workforce is “aging and shrinking.”
  2. “The knowledge economy” – As work becomes ever more technical, it will need more “conceptual tacit skills,” which include “problem solving, judgment, listening, data analysis, relationship building, and collaborating and communicating with co-workers.”
  3. “Globalization” – A significant number of Financial Times Global 500 companies are now based in Brazil, Russia, India or China. By 2020, experts forecast that BRIC nations will be among the world’s economic leaders. As the world flattens, workforces will become “virtual,” with fewer employees on-site and smaller centralized, headquarters operations.
  4. “The digital workplace” – The realm of digital information, that is, data “created, captured or replicated in digital form,” is growing constantly and rapidly. Companies will need employees who can manage immense amounts of such content while keeping it private and secure. Firms also must recruit personnel who can create new, accurate and appropriate digital content.
  5. “The ubiquity of mobile technology” – In some countries, mobile phones now outnumber people. Going beyond communication, they also function as learning devices. The field already offers 7,200 education-related applications for the iPhone, one trend is that some financial institutions, such as Wachovia and Bank of America, now use mobile phones increasingly for “sales training, compliance training, product knowledge and online performance support.”
  6. “A culture of connectivity” – Facebook. iPhones. Instant messaging. Today, most young people – and many older people – are “hyperconnected,” that is, constantly in touch, thus blurring the boundary between home and office.
  7. “The participation society” – Increasingly, consumers will participate in improving products, services and business. One example is the Zagat Survey, which gathers and publishes consumers’ ratings of restaurants. Employees now unite via online social networks to improve business operations, forming collaborative groups like Best Buy’s Blue Shirt Nation, which has 24,000 employee users.
  8. “Social learning” – The 2010-2020 decade will be a time of “social networking, social media and social learning.”
  9. “Corporate social responsibility” – CSR, already a pivotal trend in big companies, will be even more crucial in 2020. Already, 88% of “new college hires” want to work for “companies with CSR ideals that reflect their own.” One exceptional example is IBM’s Corporate Service Corps, which places staffers on CSR projects in emerging countries where the company will experience growth over the next decade.
  10. “Millennials in the workplace” – Wired since birth, they expect companies to furnish the same networking, collaborative and brainstorming tools they’ve used all their lives.

“Workplace Engagement 2020 Model”

The Workplace Engagement 2020 Model (WE 2020) will enable competitive organizations to recruit and engage top talent in the future.

“Growth in new technologies and increases in the speed of business will mean a need to develop skills as rapidly as possible.”

Its four aspects are:

  1. “Social recruiting” – Use real and virtual professional and social networks. For example, in May 2008, TMP Worldwide recruiters set up Network in World, a “virtual job fair” on Second Life. Ernst & Young has groups on Twitter and Facebook.
  2. “Über-connection” – Leverage all available social media tools. Examples: John Fluevog Boots & Shoes uses its Open-Source Footwear Social Network to solicit customers’ shoe designs. Starbucks gathers consumer ideas on its My Starbucks Idea social network.
  3. “Social learning” – Meaningful, cooperative teaching combines mentoring, peer learning, formal “competency” training and experiential “context-based” learning. Deloitte’s leaders estimate that its Coaching and Career Connections site has helped save between $120 million and $150 million through retaining employees.
  4. “Accelerated leadership” – PricewaterhouseCoopers grooms leaders with “team-based learning” modeled after the way hospitals train doctors. Trainees go on rounds in a group. They receive individual feedback after “formal observation” and again when a senior manager shadows their work at a client site. They participate in “after-action reviews” and in team workshops on new material.
“Most employees desire a company name on their résumé that gives them a sense of pride.”

In 2020, employees will expect five principles to resonate strongly in their workplaces:

  1. “Collaboration” – This calls for interwoven work, internally and externally.
  2. “Authenticity”– Core values and transparency demonstrate genuineness.
  3. “Personalization” – Employees want tailor-made career paths.
  4. “Innovation” – In a changing world, new thinking enables sustainability.
  5. “Social connection” – Workplaces will be based on sharing and forming a community.

The Crystal Ball

A highly cooperative, engaging social atmosphere will dominate the future workplace.

“Your honesty - or dishonesty - will be quickly noticed in the social media environment.”

Twenty additional predictions:

  1. “You will be hired and promoted based upon your reputation capital” – To advance, workers will need extensive, high-quality social networks, strong personal brands and demonstrated expertise. These components comprise reputation capital.
  2. “Your mobile device will become your office, your classroom and your concierge” – Smart phones and tablets are replacing personal computers as the internet connection devices of choice. Easy to use, superb connectivity and great versatility, these gadgets let you work anywhere. By 2020, this trend will be the rule.
  3. “The global talent shortage will be acute” – Manpower’s global research finds a mismatch between available job applicants and the educated, trained, skilled candidates companies want. By 2020, this talent shortage will certainly have grown.
  4. “Recruiting will start on social networking sites” – In the future, don’t expect to find a job unless your profile is posted on sites designed for networking. All recruiting will start on social networking sites.
  5. “Web commuters will force corporate offices to reinvent themselves” – The corporate office (“the first place”) is becoming passé. So is working at home (“the second place”). By 2020, workers will increasingly wish to be in the “third place,” any location where people can work, be it a coffee bar, client’s office or motel lobby.
  6. “Companies will hire entire teams” – Some companies already recruit teams of employees to work on projects. As this trend grows, team members will form guilds, moving as a group from one company to another.
  7. “Job requirements for CEOs will include blogging” – Senior executives must master new communication tools to use with their customers and employees.
  8. “The corporate curriculum will use video games” – Alternate reality games and simulations engage young people, so that’s how companies will teach them tomorrow.
  9. “A 2020 mind-set will be required to thrive in a networked world” – Social media and networks will be the main way workers “communicate, connect and collaborate.”
  10. “Human resources’ focus will move from outsourcing to crowdsourcing” – As collaboration increases, HR departments will increasingly rely on the “wisdom of crowds” (crowdsourcing) for corporate learning, e-coaching, and so on.
  11. “Corporate social networks will flourish and grow inside companies” – Conversation-based knowledge work is the core of social networking.
  12. “You will elect your leader” – Collaboration’s true believers (Millennials and Gen 2020s) expect to be able to choose their leader.
  13. “Lifelong learning will be a business requirement” – For knowledge workers, how could it be otherwise? To further such education, firms will set up “Lifelong Learning Accounts” (LiLas) so their employees can continue to develop.
  14. “Work-life flexibility will replace work-life balance” – As people move seamlessly from work to personal activities, nine-to-five hours will become outmoded.
  15. “Corporate social responsibility programs [will] attract and retain employees” – Young employees focus on the “triple bottom line: people, planet and profits.”
  16. “Diversity will be a business issue rather than a human resources issue” – By 2020, four out of 10 US workers will come from a minority background.
  17. “The lines among marketing, communications and learning will blur” – To illustrate, Sony’s Backstage 101 is a branded site that offers interactive tutorials.
  18. “Corporate app stores will offer ways to manage work and personal life” – Taking a page from the iPhone and its 100,000-plus apps, companies will offer something for everyone: first aid for dogs, GPS locations, you name it.
  19. “Social media literacy will be required” – This will be as basic as reading.
  20. “Contract jobs will be the path to...permanent full-time employment” – Projects let firms test potential employees’ capabilities before hiring them full time.

Get Ready

Human resources departments face a big job preparing for 2020 and thereafter. Big companies must organize globally to deal effectively with workers, consumers, shareholders and supply chain members scattered worldwide. They must put CSR at the top of their to-do lists, right next to learning, and they must use wikis, blogs, social media and social networks for widespread connectivity. Employers should adopt a systems approach to their operating processes, foster inclusion, offer wide choices in employee benefits – and do it all with complete transparency.

“Preparing for the future is best accomplished by shaping it yourself.”

Human resources professionals must be aware of each local community’s nuances, smart about global concerns and willing to innovate by using new techniques, such as crowdsourcing. Their insider’s understanding of the company enables them to work with high-level executives. HR personnel should become fully adept with social technologies and should master “blogs, rating, tagging, video uploads, mobile device capabilities, social networking [and] instant messaging.”

“We will soon be overwhelmed by the hyperconnected needs of Gen 2020. R U RDY?”

By 2020, HR teams will grow to include certain new specialists, potentially including:

  • “Capability planner” – Ensures that the company develops needed skills.
  • Chief technologist” – Serves as HR’s IT expert.
  • “Community gardener” – Helps create and nourish online communities.
  • “Futurist” – Works with companies to anticipate their future needs.
  • “People capability planner” – Maps out employee development.
  • “Place planner” – Ensures that site-specific features work well at presentations and at “virtual and collaboration sites.”
  • “Social connector” – Provides expertise in using social networks and media.
  • “Talent scout” – Spots emerging talent and experienced professionals for hiring.
  • “Talent development agent” – Helps plan and create “accelerated learning opportunities” for employees.

About the Authors

Jeanne C. Meister is a consultant, author of Corporate Universities and former vice president of Accenture. Karie Willyerd is the former head of learning at Sun Microsystems. She is recognized as a world leader by The American Society for Training and Development. Meister and Willyerd are partners in Future Workplace, a human resources consulting firm.


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The 2020 Workplace

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How Innovative Companies Attract, Develop, and Keep Tomorrow's Employees Today

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13 July 2025

The 24-Hour Customer

Recommendation

No one has enough time today. In her heavily researched book, corporate strategist Adrian C. Ott explores this issue and its implications for businesses. She proposes innovative practices that transform consumers’ increasing lack of time into a fulcrum that can boost sales. Conscious of her readers’ time limitations, Ott provides handy “Two-Minute” capsules that summarize each chapter’s main points. BooksInShort recommends Ott’s timely advice and her new methodologies for increasing your sales while saving your customers time and trouble.

Take-Aways

  • People today have little time or attention for your advertising message.
  • To overcome this, adopt a comprehensive “Customer Time-Value” mind-set.
  • Systematically use “Time-ographics analysis” to develop and market your products or services to time-starved consumers.
  • Determine how your products fit consumers’ priorities of “motivation (time magnets), habit (time on autopilot), convenience (time savings), and value (time minimized).”
  • The motivation quadrant requires the most time and attention from consumers.
  • Success in the habit quadrant depends on your products or services enabling consumers to “set it and forget it.”
  • People who want to save time are ideal purchasers of products and services in the convenience quadrant. Fast-food restaurants and FedEx exploit this need.
  • Companies that succeed in the value quadrant, such as Walmart, offer the best prices.
  • Tout your offering’s “time benefits,” not its features.
  • Time-Value mind-sets foster innovation, increased revenue and competitive advantage.

Summary

So Many Choices, So Little Time

Consumers face a multitude of product choices, and customer loyalty is dwindling. People suffer so many demands for their time that companies have difficulty creating advertising and marketing that holds consumers attention. Shoppers increasingly protect their precious time and tune out anything overtly commercial.

“Time is not money. Time is more important than money.”

In this “media-rich, mobile, multitasking world,” companies must focus on and gain buyers’ attention and time. Consider Ty’s Beanie Babies, the extremely popular stuffed animals. Beanie Babies eventually faced competition from Ganz, the company that manufactures Webkinz, a similar menagerie with an extra incentive: online avatars of each cuddly critter. Ty had a well-known brand name, a cheaper price and attractive channels for distribution. To compete with Webkinz, Ty developed a “Beanie Babies 2.0 virtual world.” But Ty could not displace Webkinz. Parents limited their children’s online playtime for Webkinz toys, and kids had no additional time for Beanie Babies.

“Countless dollars are spent on understanding customer preference, brand recognition and product satisfaction; virtually none is spent on customer time.”

Marketers should worry less about “customer preference, brand recognition and product satisfaction,” and more about consumers’ available time. Assessing the growing constraints on your buyers’ time and attention requires an organized, local framework. A new customer “Time-Value Innovation” approach helps you make the best use of your consumers’ time and attention. This mind-set addresses important questions: How can your company sell in a world of constant distraction? How can it develop opportunities via the Customer Time-Value orientation? How can it win customers? And what is the best way to hold onto customers despite competition?

Exploiting Opportunities

Engineers at Nike noticed that runners near their campus in Beaverton, Oregon, used ear buds to listen to their iPods as they ran. So Nike worked with Apple to develop the Nike+ Sport Kit. It includes a wireless sensor “that tucks into the sole of the Nike shoe” and an iPod receiver that plugs into the music player. The sensor records “distance, pace and calories burned.” Although other products do the same, they do not offer a solution for the ubiquitous iPod. Nor do they link to Nike’s website, where runners can compare their exercise data to previous workouts and to other users’ statistics. When Nike upgraded customer interactions with this inventive application, its running-shoe market share jumped 13%. Nike differentiated itself by focusing less on the shoe itself and more on how runners spend time with the shoe.

“The cost of time has increased.” (Dr. Paul Romer, Stanford University)

Today, consumers spend less than 3% of their waking hours researching and purchasing products or services. The situation is not much better (10% to 15% of working hours) in the business-to-business market. Yet the market offers an ever-increasing number of products and services.

Invest some time and attention in analyzing your “Time-Value Tradeoff.” The value of your products and services must be greater than their price plus the time the consumer spends researching and buying. Many customers today refuse even to register for online free samples; it takes too much time.

“Time-ographics Analysis”

Use a Time-ographics analysis to understand the time and attention a consumer will spend evaluating and possibly purchasing your product. Time-ographics is a four-quadrant framework that examines your customers under “motivation (time magnets), habit (time on autopilot), convenience (time savings) and value (time minimized).” Most marketers devote their efforts to gaining a position in the motivation quadrant, however this is not a stable position for many brands and is subject to attention entropy; customers lose interest over time unless a continual stream of innovation captures their attention. Consumers spend many hours each day in the habit quadrant – for example, driving to and from work – but habit activities take place on autopilot with little or no conscious thought or attention. Conversely, consumers spend minimal time (but give their full attention) in the convenience quadrant. That’s the whole point of convenience, be it fast-food restaurants or FedEx shipping. Price drives everything in the value quadrant, where consumers spend very little attention or time.

“Businesses are stuck trying to get through to customers that are actively avoiding them.”

Market your offering according to this Time-ographics analysis, using the most appropriate promotions; tout innovation and the item’s “time benefits” instead of its product features. Time-ographics analysis focuses on consumer behavior that prompts action. If consumers don’t rate your products highly in terms of the time-value tradeoff, they won’t find the time in their fragmented lives for your product. Four factors affect how consumers spend their time:

  1. “Time perception” – People do not efficiently perceive how long it takes to do something.
  2. “Time preference” – Buyers who like doing something (for example, looking at new cars) will spend more time at it. If they don’t like something (shopping for groceries, for instance), they will spend less time at it.
  3. “Time constraints” – Harried shoppers with little time may ignore your product.
  4. “Trigger events” – These moments prompt people to buy something.
“Dominating a window of time blocks customers from the competition.”

Where do your products fit within the Time-ographics framework? Which quadrant is most important for you? Establish a “context timeline” by asking such questions as: “How much time does the customer spend on a particular activity?” “How often?” “What is keeping her from spending more time?” “What might make her invest less?” What “competing activities” could displace your products in your customers’ lives? Examine your typical consumers’ attention spans. Do they multitask? Do they engage with multiple technologies concurrently (such as watching TV, surfing the Internet or talking on their cellphones)? Customers may be active in multiple quadrants at the same time.

“If it weren’t for the last minute, I wouldn’t get anything done.” (Anonymous)

Map your products to analyze your consumers’ propensities regarding time and attention issues. Plan how you can engage your clients in the future. Develop new time and attention parameters by using these three techniques:

  1. “Increase time value (or decrease time cost)” – Develop “dwell time,” the period a consumer spends inside your store or at your website. Grocery store managers position such staples as bread and milk in the back so customers must traverse their outlets. Web retailers use “today’s deals” to hold visitors at their sites. Enabling “instant gratification” is another method. Online sellers put this idea to work by providing prequalified customers with “single-click” purchasing power.
  2. “Redefine time use” – “Time slicing” is one way to do this. For example, Avelle rents luxury items such as Prada and Louis Vuitton handbags to fashion-minded clients who can’t afford upmarket goods but who enjoy having them for a short time.
  3. “Shift the purchase and consumption flow” – Consumers typically move through these stages to buy goods: “awareness, consideration, preference” and “purchase.” But savvy companies now “integrate purchase into consumption.” That is how Amazon exploits its Kindle e-reader. Some firms now also transpose “the order of purchase and consumption.” For example, The Wall Street Journal lures new readers with free Internet sections while reserving “premium” editorial information for subscribers who pay for the service. Clearly, online technology offers novel and hitherto unavailable opportunities to sell products and services.

“Time Magnets”

In a Time-ographics analysis, the motivation quadrant requires the maximum amount of time and attention from consumers to give your products traction. Maintaining such devotion over the long term is not easy. Instead, move the customer out of this quadrant to, for example, the habit quadrant, where purchase decisions take place automatically. To illustrate, a “subscription-based software product that automatically renews every month” is a habit. When operating in the motivation quadrant, engage with customers’ emotions and intellects. To do so, productively focus on one or more of three basic motivations: “peers” (acceptance), “power” (status issues), or “personal pursuits” (diet, investments, self-improvement, and so on).

“Time on Autopilot”

You can score big in the habit quadrant if your products or services enable consumers to move ahead smoothly in their lives with little care or thought. Indeed, the less mental effort the better. You don’t want your customers stopping to consider alternatives. A good example is Google’s search engine. Most people are so accustomed to searching via Google that they feel no need to explore other options. BlackBerry is another notable “habit-forming product.” Products with no initial cost help consumers develop habits. So do those that feature automatic renewals or that enable customers to put them to use in “bite-sized time,” for example, Twitter, which delivers true “time-relevant value.”

“Time Savers”

People who do everything at the last minute and those who want to become more productive are ideal purchasers of products and services in the convenience quadrant, which is all about saving time. Fast-food restaurants, FedEx and convenience stores exploit this need, which often takes the form of random purchases. Location and time-relevant value are common characteristics of companies within the convenience quadrant. Performing successfully in this quadrant means that firms can often move into the habit quadrant. You can use three methods to establish a sustainable “convenience position” for your firm:

  1. “Reduce search time” – It’s all about being in the right location.
  2. “Reduce purchasing time” – Amazon’s user-friendly “one-click” fast checkout plan is a prime example.
  3. “Reduce consumption time” – Garde Robe functions as a “tailor or butler” for its clients, making sure it always provides them with the right clothing and accessories in perfect shape, ready and available for any occasion. With a deep knowledge of client preferences and an online database of the client’s wardrobe, Garde Robe reduces the time it takes for clients to locate and have their desired garment on hand. This knowledge and data inertia creates customer preference for Garde Robe’s offering over the competition’s.

“Time Minimized”

Companies that succeed in the value quadrant, such as Walmart, offer the best prices. McDonald’s McCafé, which provides cheaper lattes than Starbucks, competes on price, not quality. It is “good enough.” Here are three approaches for competing in the value quadrant:

  1. “Expand category variety” – Superstores are effective because they offer a broad range of categories in one shopping trip.
  2. “Synchronize with the buying trigger” – Don’t overwhelm customers with too many buying options. Make it easy for them to decide.
  3. “Deploy agile promotions and offers” – To develop effective sales campaigns, you need reliable data on how your buyers act.
“Owning the time and attention of the customer is a key way to create competitive advantage.”

In today’s frenzied, multitasking world, time-value is an increasingly important factor. Innovations you can use to exploit it for your product include:

  1. Performing a Time-ographics analysis concerning “context and opportunities.”
  2. Evaluating “time-boundary strategies.”
  3. Developing “product adoption and market traction” through the application of “time-value tradeoffs” and tools.
“For innovators and marketers, it is not about the time value of money, it is about the money value of time.”

Develop and introduce innovative commercial offerings that leverage the time-value dynamic. Make time and attention your watchwords “from product development to packaging and pricing, to sales, to consumption, to customer service, to end-of-life.” Perform a “portfolio analysis,” plotting your products on the Time-ographics framework. Perform a “customer time and attention audit.” Relate sales and marketing expenses to “customer time.” Consider where your company can innovate in order to put customer time and attention issues to work for you.

About the Author

Corporate strategist Adrian C. Ott is founder and CEO of Exponential Edge Inc. She regularly speaks at universities and industry events and has contributed to Fast Company, Strategy & Leadership Journal and other major publications. Prior to founding Exponential Edge, she was a Hewlett-Packard executive for 15 years. She holds an MBA from Harvard Business School and a Bachelor of Science degree from the University of California, Berkeley.


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