Not by anyone in particular. By a price that was inherited, a sequence nobody chose, an assumption that stopped being examined. Nothing is broken and nobody is wrong. The choice is just being made by default, and defaults are invisible from the inside.
See where the value actually sits, say it in a way the room can act on, and build the one thing that makes the choice possible again. Then carry it far enough that other people take it over.
It has looked like a referral network between advisers, a learning system used by twelve thousand self-employed professionals, a pricing model that made an invisible subsidy visible, and a partnership where both sides turned out to be buying the same customer. The lens came last, not first.
Build the Next is that move, given a shape. Not a framework to adopt, and not something I sell. It is the condition I kept ending up building, written down carefully enough that someone can build their own without me in the room.
That is the test I hold it to. If it only works while I am there, it was never progress.
Thomas Saxe, Copenhagen.
Yes, I want the next observation.
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