{"id":1013,"date":"2015-08-01T09:49:00","date_gmt":"2015-08-01T09:49:00","guid":{"rendered":"http:\/\/localhost\/projects\/horsesforsources\/subwayfication_080215\/"},"modified":"2015-08-01T09:49:00","modified_gmt":"2015-08-01T09:49:00","slug":"subwayfication_080215","status":"publish","type":"post","link":"https:\/\/www.horsesforsources.com\/subwayfication_080215\/","title":{"rendered":"Forget Uberization, we must avoid Subwayfication"},"content":{"rendered":"
\"The<\/p>\n

The Used-to-be-a-Service Economy<\/p>\n<\/div>\n

The As-a-Service Economy is all about achieving the outcomes we most want with a great service experience. \u00a0So let’s look at how to avoid that not<\/em> happening and becoming legacy businesses that failed to stay ahead of the demand curve.<\/p>\n

The perfect anti-example is Subway. Back in 2001, the release of Fast Food nation<\/a> shocked much of the Western world into realizing we were slowly killing ourselves on pink-slime infused fast food. It was great for Subway as it sold sandwiches that – for all intents and purposed at the time – we thought were a far healthier<\/em> option than Burger King. \u00a0And it seemed to taste OK too…<\/p>\n

Fast forward to today – people are increasingly \u00a0aware that chemically-preserved fake colored bread, cheap antibiotic-induced meats and pesticide-flavored vegetables aren’t much worse<\/em> for you than a greasy concoction of pink slime, protein and french fries.<\/p>\n

Coupled with this is the service experience<\/em> – I accidentally ventured into a Subway the other day (one of those once-in-every-five yearly visits, where you are just so damn hungry and want to avoid the golden arches). \u00a0The only desired outcome is to subdue hunger – in the vain hope it may be a somewhat enjoyable experience in the process. \u00a0To cut the the chase, the restaurant was filthy – every single table was covered in\u00a0food remnants, the toilet stank, the staff were curious life forms\u00a0from some distant planet… and the sandwich was just lame. \u00a0Net-net, I had just about achieved the outcome I was looking for, but the service experience<\/em> was horrible. I will not venture back for at least another five years. Hopefully never.<\/p>\n

On the flip side, if my desired outcome was to have a tasty fast-food burger – and to hell with the consequences – I would just have had one. \u00a0I know exactly what to expect<\/em> and the experience and outcome is clear – unhealthy tasty food that is enjoyable and fills the hunger hole. So contrast the two outcomes – a nasty sandwich versus and tasty enjoyable burger, that is probably only 10% more unhealthy (source HfS, 2015).<\/p>\n

The Bottom-line: \u00a0Once you lose touch with your customers’ desired outcomes, do something fast to find\u00a0them again, or resign yourself to a slow extinction\u00a0<\/span><\/p>\n

\"Yum\"<\/a><\/p>\n

Yum<\/p>\n<\/div>\n

I don’t want to spend hours reviewing Subway’s income and profitability, as I am sure they have their quarterly accounting revenue model down-pat – they sell cheap(ish) food to people who probably don’t care that much about food, and don’t have much understanding of what bad food chemicals can do to your insides.<\/p>\n

But I am sure that even many of their loyal customers are slowly wisening up to the experience, and the brand will eventually need to do something radically different to continue its existence – their stuff just doesn’t taste as good at their nemesis alternatives and it’s not even good for you.<\/p>\n

The answer is quite simple – how can they produce a healthier, better tasting product with a less crappy service experience. \u00a0Oh wait – Starbucks has already figured that out and you can even get a better meal in a Dunkin Donuts or Tim Hortons these days (and that’s saying something). Sorry Subway – you’re legacy and probably confined\u00a0to the once-great corporate successes that failed to evolve its\u00a0services experience to meet changing customer desired outcomes.<\/p>\n","protected":false},"excerpt":{"rendered":"

The Used-to-be-a-Service Economy The As-a-Service Economy is all about achieving the outcomes we most want with a great service experience….<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[46,56,78,830,98],"tags":[736],"organization":[],"ppma_author":[19],"class_list":["post-1013","post","type-post","status-publish","format-standard","hentry","category-absolutely-meaningless-comedy","category-design-thinking","category-hfsresearch-com-homepage","category-sourcing-change","category-the-as-a-service-economy","tag-subway"],"yoast_head":"\nForget Uberization, we must avoid Subwayfication - Horses for Sources | No Boundaries<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.horsesforsources.com\/subwayfication_080215\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Forget Uberization, we must avoid Subwayfication - Horses for Sources | No Boundaries\" \/>\n<meta property=\"og:description\" content=\"The Used-to-be-a-Service Economy The As-a-Service Economy is all about achieving the outcomes we most want with a great service experience....\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.horsesforsources.com\/subwayfication_080215\/\" \/>\n<meta property=\"og:site_name\" content=\"Horses for Sources | No Boundaries\" \/>\n<meta property=\"article:published_time\" content=\"2015-08-01T09:49:00+00:00\" \/>\n<meta property=\"og:image\" content=\"http:\/\/www.horsesforsources.com\/wp-content\/uploads\/2015\/08\/Subway1.png\" \/>\n<meta name=\"author\" content=\"Phil Fersht\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@pfersht\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Phil Fersht\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.horsesforsources.com\/subwayfication_080215\/\",\"url\":\"https:\/\/www.horsesforsources.com\/subwayfication_080215\/\",\"name\":\"Forget Uberization, we must avoid Subwayfication - Horses for Sources | No Boundaries\",\"isPartOf\":{\"@id\":\"https:\/\/www.horsesforsources.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.horsesforsources.com\/subwayfication_080215\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.horsesforsources.com\/subwayfication_080215\/#primaryimage\"},\"thumbnailUrl\":\"http:\/\/www.horsesforsources.com\/wp-content\/uploads\/2015\/08\/Subway1.png\",\"datePublished\":\"2015-08-01T09:49:00+00:00\",\"dateModified\":\"2015-08-01T09:49:00+00:00\",\"author\":{\"@id\":\"https:\/\/www.horsesforsources.com\/#\/schema\/person\/c4f084ff7ad43632f537b3b30918e69f\"},\"breadcrumb\":{\"@id\":\"https:\/\/www.horsesforsources.com\/subwayfication_080215\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.horsesforsources.com\/subwayfication_080215\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.horsesforsources.com\/subwayfication_080215\/#primaryimage\",\"url\":\"http:\/\/www.horsesforsources.com\/wp-content\/uploads\/2015\/08\/Subway1.png\",\"contentUrl\":\"http:\/\/www.horsesforsources.com\/wp-content\/uploads\/2015\/08\/Subway1.png\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.horsesforsources.com\/subwayfication_080215\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.horsesforsources.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Forget Uberization, we must avoid Subwayfication\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.horsesforsources.com\/#website\",\"url\":\"https:\/\/www.horsesforsources.com\/\",\"name\":\"Horses for Sources | No Boundaries\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.horsesforsources.com\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.horsesforsources.com\/#\/schema\/person\/c4f084ff7ad43632f537b3b30918e69f\",\"name\":\"Phil Fersht\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.horsesforsources.com\/#\/schema\/person\/image\/86ee0c0ac2d033eed87f327162eb27f7\",\"url\":\"https:\/\/www.horsesforsources.com\/wp-content\/uploads\/2020\/11\/phill-150x150.png\",\"contentUrl\":\"https:\/\/www.horsesforsources.com\/wp-content\/uploads\/2020\/11\/phill-150x150.png\",\"caption\":\"Phil Fersht\"},\"description\":\"Phil Fersht is\u00a0a world-renowned analyst, writer and visionary in\u00a0emerging technologies, automation, digital business models, and the alignment of\u00a0enterprise operations to\u00a0drive customer impact and competitive advantage\",\"sameAs\":[\"http:\/\/hfsresearch.com\/team\/phil-fersht\",\"https:\/\/www.linkedin.com\/in\/pfersht\/\",\"https:\/\/x.com\/pfersht\"],\"url\":\"https:\/\/www.horsesforsources.com\/author\/phil-fherst\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Forget Uberization, we must avoid Subwayfication - Horses for Sources | No Boundaries","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.horsesforsources.com\/subwayfication_080215\/","og_locale":"en_US","og_type":"article","og_title":"Forget Uberization, we must avoid Subwayfication - Horses for Sources | No Boundaries","og_description":"The Used-to-be-a-Service Economy The As-a-Service Economy is all about achieving the outcomes we most want with a great service experience....","og_url":"https:\/\/www.horsesforsources.com\/subwayfication_080215\/","og_site_name":"Horses for Sources | No Boundaries","article_published_time":"2015-08-01T09:49:00+00:00","og_image":[{"url":"http:\/\/www.horsesforsources.com\/wp-content\/uploads\/2015\/08\/Subway1.png","type":"","width":"","height":""}],"author":"Phil Fersht","twitter_card":"summary_large_image","twitter_creator":"@pfersht","twitter_misc":{"Written by":"Phil Fersht","Est. reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.horsesforsources.com\/subwayfication_080215\/","url":"https:\/\/www.horsesforsources.com\/subwayfication_080215\/","name":"Forget Uberization, we must avoid Subwayfication - Horses for Sources | No Boundaries","isPartOf":{"@id":"https:\/\/www.horsesforsources.com\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.horsesforsources.com\/subwayfication_080215\/#primaryimage"},"image":{"@id":"https:\/\/www.horsesforsources.com\/subwayfication_080215\/#primaryimage"},"thumbnailUrl":"http:\/\/www.horsesforsources.com\/wp-content\/uploads\/2015\/08\/Subway1.png","datePublished":"2015-08-01T09:49:00+00:00","dateModified":"2015-08-01T09:49:00+00:00","author":{"@id":"https:\/\/www.horsesforsources.com\/#\/schema\/person\/c4f084ff7ad43632f537b3b30918e69f"},"breadcrumb":{"@id":"https:\/\/www.horsesforsources.com\/subwayfication_080215\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.horsesforsources.com\/subwayfication_080215\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.horsesforsources.com\/subwayfication_080215\/#primaryimage","url":"http:\/\/www.horsesforsources.com\/wp-content\/uploads\/2015\/08\/Subway1.png","contentUrl":"http:\/\/www.horsesforsources.com\/wp-content\/uploads\/2015\/08\/Subway1.png"},{"@type":"BreadcrumbList","@id":"https:\/\/www.horsesforsources.com\/subwayfication_080215\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.horsesforsources.com\/"},{"@type":"ListItem","position":2,"name":"Forget Uberization, we must avoid Subwayfication"}]},{"@type":"WebSite","@id":"https:\/\/www.horsesforsources.com\/#website","url":"https:\/\/www.horsesforsources.com\/","name":"Horses for Sources | No Boundaries","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.horsesforsources.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/www.horsesforsources.com\/#\/schema\/person\/c4f084ff7ad43632f537b3b30918e69f","name":"Phil Fersht","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.horsesforsources.com\/#\/schema\/person\/image\/86ee0c0ac2d033eed87f327162eb27f7","url":"https:\/\/www.horsesforsources.com\/wp-content\/uploads\/2020\/11\/phill-150x150.png","contentUrl":"https:\/\/www.horsesforsources.com\/wp-content\/uploads\/2020\/11\/phill-150x150.png","caption":"Phil Fersht"},"description":"Phil Fersht is\u00a0a world-renowned analyst, writer and visionary in\u00a0emerging technologies, automation, digital business models, and the alignment of\u00a0enterprise operations to\u00a0drive customer impact and competitive advantage","sameAs":["http:\/\/hfsresearch.com\/team\/phil-fersht","https:\/\/www.linkedin.com\/in\/pfersht\/","https:\/\/x.com\/pfersht"],"url":"https:\/\/www.horsesforsources.com\/author\/phil-fherst\/"}]}},"authors":[{"term_id":19,"user_id":3,"is_guest":0,"slug":"phil-fherst","display_name":"Phil Fersht","avatar_url":{"url":"https:\/\/www.horsesforsources.com\/wp-content\/uploads\/2024\/02\/Phil-Fersht-HFS-Updated.jpg","url2x":"https:\/\/www.horsesforsources.com\/wp-content\/uploads\/2024\/02\/Phil-Fersht-HFS-Updated.jpg"},"job_title":"","first_name":"Phil","last_name":"Fersht","user_url":"http:\/\/hfsresearch.com\/team\/phil-fersht","description":"Phil Fersht is\u00a0a world-renowned analyst, writer and visionary in\u00a0emerging technologies, automation, digital business models, and the alignment of\u00a0enterprise operations to\u00a0drive customer impact and competitive advantage"}],"_links":{"self":[{"href":"https:\/\/www.horsesforsources.com\/wp-json\/wp\/v2\/posts\/1013","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.horsesforsources.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.horsesforsources.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.horsesforsources.com\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/www.horsesforsources.com\/wp-json\/wp\/v2\/comments?post=1013"}],"version-history":[{"count":0,"href":"https:\/\/www.horsesforsources.com\/wp-json\/wp\/v2\/posts\/1013\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.horsesforsources.com\/wp-json\/wp\/v2\/media?parent=1013"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.horsesforsources.com\/wp-json\/wp\/v2\/categories?post=1013"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.horsesforsources.com\/wp-json\/wp\/v2\/tags?post=1013"},{"taxonomy":"organization","embeddable":true,"href":"https:\/\/www.horsesforsources.com\/wp-json\/wp\/v2\/organization?post=1013"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.horsesforsources.com\/wp-json\/wp\/v2\/ppma_author?post=1013"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}