Customers are ruthlessly horizontal
Yes, yet a supermarket remains more than just the stuff you see on the shelves.
Perhaps the issue here is the extent to which you have allowed your implementations to drive your interfaces. For a big organization, you being potentially a pretty heterogeneous and partly spectral crowd.
Fair point, though I think Joel Bailey’s essay from which I took that line is arguing less that everything and everyone is the same, and more that whoever we are and whatever we want, we have a strong preference for organisations being joined up in the way they deal with us.
Amazon is very strong on that – I wrote about some very closely related stuff in relation to them a few years ago, which you might find interesting.
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