Low touch markets have increased in ubiquity and prevalence across different industry verticals and consumption chains. Their unique identifiers include different intensity of touch or human interaction, from no touch at the extreme end of the continuum to some fair amount of touch at the other end, separated by minimal touch in the middle. At the back end, the differentiator is the level of technology involvement across the three scenarios, technologically driven versus technology informed, with technology assisted right in the middle. The point of departure for strategy in low touch markets is a reminder that strategy is nothing else, but a configuration of logically related ends, ways and means that are applicable in time and space. Net, strategy starts with the end, and then work backwards.
The end goal of business strategy is well documented and has been a subject of discussion amongst market based, resource based and dynamic capability theorists for some time. In essence though the end goal is to deliver free cashflows to the firm and capital providers that exceed the cost of capital. The key drivers for this are, to use one mode of thinking; 1) revenue growth, margins and capital efficiency. In short, growth and ROIC and to be in this position, a firm must win with the customer, win operationally or be operationally efficient and also be capital efficient. In other words, generate a bigger spread on invested capital.
In low touch markets, the above also applies. The only caveat, strategically speaking, is that one must take into account the fact that to win with the customer, one must take the following into account. Firstly, a market is nothing but a combination of people and their jobs to be done in a specific context (Ulwick, 2017). In other words, the context gives rise to a job to be done for a specific set of people. Those with the willingness and ability to pay, take action and hire a tool or set of tools to execute the job. During the pandemic, driven by a confluence of the need to be safe in the face of ravaging COVID-19 and technological advancements, contactless or low touch searching, browsing and choosing brands and sku’s, ordering, payment, delivery, service and repeat purchases, accelerated.
Secondly, as is always the case, context does change and when it changes, the job to be done may either be reinforced or changed. Even if the broader context does not change, which is unlikely, the Windermere and Associates model has shown over time that consumers or people’s circumstances, values and preferences do change. In addition to this, new players with new and fresh ideas, may spring up to fight for the slice of low touch markets. The question in this likely scenario is, will your firm be a able generate a spread, if so, how big a spread will it be and for how long, in the face of changing, context, consumers preferences and the entry of new players?
Net, this piece submits that whilst the focus during this time is largely been on the things or the technologies as it always the case in early stages of new games, do not lose sight of the fact that markets have two sides to them, with the one side pulling the other. Net to win sustainability across contexts and times, the people with the jobs that need to be done, are kings and queens and not the technology. They are the ones whose activities, the frequency with which they perform those activities, the size of the money they leave behind with you each time they perform these jobs or activities, the length of time they stay with you and the proportion of these activities they perform with you or your help, is what creates value.
NB: At the time (06 April, 2021, 15h45 GMT+2) of writing this article, the concept of “low touch markets” was not found on the worldwide web. Other related concepts such as “low touch world, low touch economy, low touch business, low touch business model, low touch sales model, funnel, low touch customer service, low touch customer success” etc., were Although some of these concepts do aggregate into “low touch market (s),” no direct reference to this concept was found. This is a big gap
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