Index

• AbbVie, 101
• Abilify MyCite, 25
• Access models, 41, 54–55, 68, 135, 140
• Access waste
• automobiles and, 50–51
• customer focus and, 39
• designer clothes and, 56
• as financial problem, 50–51
• impact data and, 35
• leaner commerce and, 39, 41
• manufacturing and, 50–51
• many forms of, 49–53
• metering and, 4
• music industry and, 51–52
• outcomes and, 99
• ownership and, 32, 40–41, 53, 55, 68, 86–87, 105, 131, 135–136, 140
• as physical problem, 50
• quality and, 50, 102
• reduction of, 35, 51, 56, 75, 99
• revenue models and, 49–50, 69, 73, 87, 136
• unbundling and, 4, 55, 68
• value and, 3, 39–43, 50, 56, 68, 76, 78–79, 84, 87, 106, 122, 136, 140
• Accountability
• impact data and, 2, 26–27, 31, 34, 114, 116–118
• leaner commerce and, 42
• as new bond, 116–118
• outcomes and, 94–95
• quality and, 130
• revenue models and, 140
• value and, 81–82
• AdAge magazine, 48
• Adobe
• Creative Cloud and, 131–135, 138, 141
• innovation and, 133–135
• licenses and, 131, 135
• profits of, 131–133, 141
• revenue model of, 131–138, 141
• Wadhwani and, 131–132
• Advertising
• beginnings of, 20–23
• brands and, 20–21, 23
• clicks and, 81–83
• customer focus and, 18, 20–23
• impact data and, 33, 111, 114
• leaner commerce and, 38
• objective of, 20
• outcomes and, 94
• profit and, 21–22
• quality and, 127–128
• Reeves and, 22–23
• scientific, 21–22
• value and, 77, 81–83
• viral, 48
• waste and, 38
• Aeromexico, 111
• Affordable Care Act (ACA), 83
• Airbnb, 74
• alcohol, 57–58, 119
• Algorithms, 29–34, 62, 64
• Alibaba, 13–14
• Allianz, 62, 64
• Alphabet, 82
• Amazon, 13–14, 18, 23, 43, 56, 139
• Amazon Web Services (AWS), 56
• American League Championship Series, 61
• Amgen, 85
• Anchors, 4, 13, 16, 69, 76, 98
• Andreesen, Marc, 67
• Arrow, Kenneth, 123
• Artificial intelligence (AI), 29–30
• AstraZeneca, 101
• A.T. Kearney, 117
• Auctions, 82
• Audi, 57
• Automobiles
• alcohol and, 119
• brands and, 57
• customer focus and, 16–18
• driverless, 117
• efficiency and, 32
• Ford, 16, 23, 80
• GM, 17–18, 57
• as idle asset, 37–38, 51, 56, 64
• impact data and, 27–32, 35, 117, 119–121, 127
• insurance and, 35, 81, 119–121, 127
• intelligent pavement and, 30–31
• leaner commerce and, 37–39, 41
• Lyft and, 76
• Mitsubishi, 127–128
• outcomes and, 96–97
• parking spaces and, 37, 74
• quality and, 122–123, 127–128
• revenue models and, 137
• subscriptions and, 57
• Tesla, 32
• Toyota, 17
• Uber and, 65, 74, 76, 97
• value and, 80–81
• Volkswagen, 27
• waste and, 37, 50–51, 56, 63–65, 74, 76
• Automotive News journal, 17–18
• Avalanche is Coming, An: Higher Education and the Revolution Ahead (IPPR), 92

• Bain, 28, 125
• Bandwidth, 29
• Barriers to entry, 4, 55
• Baur, Trevor, 61–62
• Behavioral economics, xiii
• Ben-Joseph, Eran, 37
• Berkshire Hathaway, 37, 43
• Bezos, Jeff, 43, 139
• Biometrics, 81
• BlastIQ, 86–87
• Board-game cafes, 72
• Book by Cadillac, 57
• Boston Consulting Group, 43, 55, 105–106, 117
• Boston Red Sox, 128
• Bradway, Robert A., 85
• Brands
• advertising and, 20–21, 23
• automobiles and, 18, 57
• “back end” of commerce and, 23–24
• building of, 23, 48
• designer clothes and, 73
• detergents and, 129
• Ogilvy on, 23–24
• Pritchard on, 38
• securing future for, 70
• Singles Day and, 13
• Bresch, Heather, 101–102
• Brin, Sergey, 82
• Bristol-Myers, 101
• Buffett, Warren, 37, 43, 47

• Cable networks, 29, 55, 65–66
• Cadillac, 17, 57
• CapGemini, 34
• Capitol Records, 51
• Caplan, Bryan, 38
• Case against Education, The: Why the Education System Is a Waste of Time and Money (Caplan), 38
• Cassettes, 33
• CDs, 33
• Chevrolet, 17–18
• Chicago, 19–20
• Choi, Willie, 104
• Cholesterol, 84
• Cigna, 84
• Cleveland Indians, 61–62
• Clicks, 81–83
• Cloud computing
• AWS and, 56
• impact data and, 29, 31–33
• revenue models and, 131–135, 138, 141
• value and, 85
• XaaS and, 55
• CNN Money, 91
• Colosseum, 78
• Comedy, 77–79
• Communication
• advertising and, 18, 20–23, 33, 38, 48, 77, 81–83, 94, 111, 114
• bandwidth and, 29
• consumption waste and, 65
• customer focus and, 7–8, 15, 20–24
• impact data and, 29–30, 33, 54
• revenue models and, 131
• Competition
• customer focus and, 16–18, 20–23
• quality and, 108, 121, 127
• value and, 80
• Connectivity, 29–31, 69, 135
• Consumer Reports, 66
• Consumption models, 41–42, 136
• Consumption waste, 59
• automobiles and, 63–65, 76
• communication and, 65
• customer focus and, 39
• Flock and, 62–64, 69
• idle assets and, 40, 50–51, 56, 64–65, 74–75
• impact data and, 35, 69, 71
• innovation and, 14, 70
• insurance and, 61–65, 69, 76
• large quantities and, 39–40
• leaner commerce and, 39, 41, 69
• management and, 71–72
• manufacturing and, 69, 71
• many forms of, 64–65
• medicine and, 64
• metering and, 65–73, 79
• metrics and, 69, 71
• music and, 66–67
• outcomes and, 99
• ownership and, 32, 40, 53, 65, 68, 71, 73–76, 87, 105, 107, 136
• profit and, 64, 74
• proxies and, 62
• quality and, 102
• retail and, 74
• revenue models and, 62, 64, 68–70, 73, 76
• sharing and, 65, 67, 73–76
• subscriptions and, 66, 68, 70
• technology and, 65, 67, 70, 75
• transparency and, 65
• transportation and, 65, 71, 75
• TV providers and, 65–66
• unbundling and, 8, 65–67
• value and, 79, 76–77
• Cord cutting, 66
• Creative Cloud, 131–135, 138, 141
• Credit cards, 19, 104
• Customer focus
• access waste and, 39
• advertising and, 18, 20–23
• Alibaba and, 13–14
• Amazon and, 13–14, 18, 23
• automobiles and, 16–18
• “back end” of commerce and, 23–24
• breakdown of, 15
• communication and, 7–8, 15, 20–24
• competition and, 16–18, 20–23
• consumption waste and, 39
• distribution and, 7–8, 15, 18–21, 24
• efficiency and, 24, 54
• experiences and, 26, 34, 78, 112, 114–115, 117, 119, 128–129, 140
• gamification and, 119–121, 124, 127–128
• impact data and, 25–26, 113
• indifference and, 122–124
• installment plans and, 50, 55, 103
• management and, 14, 22
• manufacturing and, 16–21
• market research and, 16, 20–21, 23, 96, 112
• mood and, 80–81
• outcomes and, 141
• prices and, 16–18, 22–24
• profit and, 13, 19, 21
• quality and, 9, 16–17, 54, 106, 109, 122–130
• retail and, 13–14, 18–19, 23–24
• revenue models and, 15
• Sears and, 14, 18–19, 22–24
• selling “means” and, 1–2
• technology and, 15, 20
• value and, 15 (see also Value)
• waste and, 14–15, 22, 24
• Customer loyalty, 28, 71
• Customization, 17, 97
• Cybercafes, 72

• Deloitte, 70
• Designer clothes, 56–57, 65, 73, 122–123
• Deterding, Sebastian, 127
• Detergent, 39, 50, 68, 129–130
• Digital customer profiles (DCP), 34
• Digital nomads, 72
• Dimenna, Ralph, 71–72
• Direct-mail retail, 19
• Discounts, 54, 96, 102, 111, 120–121, 127
• Distribution
• customer focus and, 7–8, 15, 18–21, 24
• impact data and, 31
• subscriptions and, 52
• Dollar Shave Club, 48–49, 52–54, 129
• Drones, 61–65, 69
• Drucker, Peter, 22, 40, 112
• Drugs. See Medicine
• Dubin, Michael, 48–49
• Duran Duran, 51

• Education, 20, 38, 40, 91–96, 115, 122, 132
• Efficiency
• automobiles and, 32
• cost overruns and, 126
• customer focus and, 24, 54
• exposing inefficiency and, 3–7
• flexibility and, 62–76
• health care and, 37
• idle assets and, 37–38, 40, 50–51, 56, 64–65, 74–75
• impact data and, 26, 28, 31, 33–34, 113, 115–116, 118
• leaner commerce and, 6–7, 37–43
• Michelin and, 71–72
• music industry and, 51–52
• outcomes and, 8–9, 91, 95, 98
• parking spaces and, 37, 74
• productivity and, 16–17, 86–87
• quality and, 107, 109, 123
• revenue models and, 39, 123–124, 133–134, 137–140
• transportation and, 98
• value and, 26, 39, 41, 69, 76, 79–80, 84, 87, 98, 107, 115–116, 123, 133, 137, 140
• washing machines and, 50
• waste and, 38–42, 50–51, 63, 66, 69, 73, 79, 87, 91, 98, 102, 113, 115–116, 140
• EFFITIRES program, 71
• “Electric Barbarella” (Duran Duran), 51
• “End of Car Ownership, The” (Wall Street Journal), 38
• Epipen, 102
• Experiences
• Amazon Web Services (AWS) and, 56
• customer focus and, 26, 34, 78, 112, 114–115, 117, 119, 128–129, 140
• impact data and, 26, 34, 112, 114–115, 117
• perceived, 54
• quality and, 78, 119, 125–126, 128–129
• value and, 78, 85, 87, 128, 140
• Explosives, 85–86

• Financial Times, 47, 62
• Flexibility
• efficiency and, 62–76
• prices and, 62–63, 65–66, 69
• Flock, 62–64, 69
• Folksam, 35
• Forbes magazine, 34
• Ford, 16, 23, 80
• Fraud, 38, 96, 102, 104
• Frazier, Kenneth, 101
• Fusion ProGlide, 48

• Gallup, George, 22, 34
• Gamification, 119–121, 124, 127–128
• Gartner, 30
• Gatwick Airport, 62
• General Electric (GE), 125–126
• General Motors (GM), 17–18, 57
• Generation X, 76
• Gene therapy, 102
• George, Bill, 102–103
• Ghose, Anindya, 115
• Gillette, 47–49, 52–54, 105, 129, 136, 164n5
• Global Consumer Pulse, 114
• Global market, 23, 37, 47, 52, 77, 131
• Globe Theatre, 78
• Goldman Sachs, 52
• Goodyear Tires, 21
• Google, 33, 82, 117
• GoTo.com, 82
• GPS, 30
• Gross, Bill, 82
• Gross, Violet, 73–74

• Hackers, 114
• Haggling, 24
• Hanseatic League, 19
• Harry’s, 49, 53
• Harvard Business Review, 28, 42
• Harvard Pilgrim, 84–85
• Hastings, Reed, 56
• HBO, 66
• Health care
• Affordable Care Act (ACA) and, 83
• biometrics and, 81
• cholesterol and, 84
• customer indifference and, 122–123
• FDA and, 25
• gene therapy and, 102
• heart attacks and, 84
• impact data and, 25, 30, 114
• inefficiency of, 37
• insurance and, 84–85, 96
• leaner commerce and, 37, 40, 42–43
• medicine and, 25, 40, 43, 64, 83–84, 102–104, 106, 122
• outcomes and, 43, 96
• pay-by-outcome and, 84
• Personal Reimbursement Models (PRMs) and, 83–84
• prices and, 101–102, 106, 108–109
• private sector and, 43
• QALY and, 83
• quality and, 101–106, 108, 122–123
• rising costs of, 37
• sensors and, 29–30
• stroke and, 84
• U.S. Senate investigations and, 101–103
• value and, 80, 83–85
• waste and, 37, 102
• World Health Organization (WHO) and, 35
• Health Care Cost Institute, 108
• Heart attacks, 84
• Heathrow Airport, 62
• Hecht, Gary, 104
• Hepatitis C virus (HCV), 106
• Hill, The (journal), 83
• Hopkins, Claude, 21
• HP, 136–138
• Hyman, Jennifer, 56

• Idle assets, 37–38, 40, 50–51, 56, 64–65, 74–75
• IKEA, 23
• Impact data
• Abilify MyCite and, 25
• accountability and, 2, 26–27, 31, 34, 114, 116–118
• advertising and, 33, 111, 114
• automobiles and, 27–32, 35, 117, 1019–121, 127
• building trust and, 113–115
• communication and, 29–30, 33, 54
• consumption waste and, 69, 71
• context and, 35–36
• customer focus and, 25–26, 113
• distribution and, 31
• effects of, 31–33
• efficiency and, 26, 28, 31, 33–34, 113, 115–116, 118
• experiences and, 26, 34, 112, 114–115, 117
• FDA and, 25
• gamification and, 119–121, 124, 127–128
• GPS and, 30
• hackers and, 114
• health care and, 25, 30, 114
• importance of, 27–29
• insurance and, 35
• Internet of Things (IoT) and, 117–118
• machine learning and, 29–30, 34
• management and, 117
• manufacturing and, 27, 117
• market research and, 16, 20–21, 23, 96, 112
• medicine and, 25
• music and, 32–33
• Net Promoter Score (NPS) and, 28
• NexTraq and, 71
• Opn and, 58
• outcomes and, 26–28, 32–36, 93–95, 113, 116–117
• ownership and, 32
• prices and, 34, 111
• privacy and, 9, 113–115
• profit and, 118
• proxies and, 28
• quality and, 106, 130
• real-time data and, 26, 30–31, 33, 35
• as replacing guesswork, 35–36
• retail and, 34
• revenue models and, 26, 31, 33–35, 113–118
• scanners and, 29
• segment size and, 34–35
• sensors and, 25, 29–31
• sharing and, 115
• sources of, 29–31
• subscriptions and, 28
• technology and, 8, 29–34, 53, 114–115
• transparency and, 26, 29, 31, 114–115, 118
• transportation and, 117
• types of data and, 112–113
• value and, 25–27, 31, 33, 54, 80, 87, 115–116
• waste and, 35, 113, 115–117
• Industrial Revolution, 14–16
• ING, 76
• Innovation
• consumption waste and, 70
• customer focus and, 14
• leaner commerce and, 42
• outcomes and, 94
• quality and, 104–109, 127
• razor blades and, 47–48, 54
• revenue models and, 132–135
• value and, 82, 84–85
• waste and, 133–135
• Installment plans, 50, 55, 103
• Instant Ink, 136–138
• Institute for Public Policy Research (IPPR), 92
• Insurance
• automobiles and, 35, 81, 119–121, 127
• drones and, 61–65, 69
• gamification and, 119–121, 124, 127–128
• health, 84–85, 96
• impact data and, 35
• outcomes and, 96
• Progressive, 35, 119–121, 127
• quality and, 35, 102, 119–121, 127
• subscriptions and, 57
• value and, 81
• waste and, 61–65, 69, 76
• Integration, 128–130
• Intelligent pavement, 30–31
• International Federation of the Phonographic Industry, 52
• Internet, 1, 30, 65, 67, 69, 81–83, 114, 117
• iTunes, 52, 67

• Janssen, 101
• J.D. Power, 97
• Johnson & Johnson, 84
• Joy Capital, 76
• JP Morgan, 43

• Katz-Mayfield, Andy, 49
• Kimberly-Clark, 21
• Kleenex, 21
• Klinger, Ed Leon, 63

• Labor
• consumption waste and, 75
• division of, 16
• spare time and, 75
• United States Bureau of Labor Statistics and, 91
• Leaner commerce
• accountability and, 42
• advertising and, 38
• automobiles and, 37–39, 41
• benefits of, 42–43
• better metrics and, 41–42
• consumption waste and, 69
• efficiency and, 6–7, 37–43
• health care and, 37, 40, 42–43
• idle assets and, 37–38, 40
• innovation and, 42
• manufacturing and, 39
• medicine and, 40, 43
• music and, 39
• outcomes and, 38–44
• ownership and, 37–41
• prices and, 39
• profit and, 38
• proxies and, 42
• quality and, 42
• revenue models and, 39–43
• rush-hour commuting and, 37
• subscriptions and, 48–49, 52–55
• technology and, 9, 37
• transparency and, 38
• value and, 39–43, 69
• waste and, 8, 37–43, 69
• Learning Curve, The (report), 92
• Leschly, Nick, 103
• Levine, Mark, 48–49
• Levitt, Theodore, 40, 85, 112
• LexisNexis, 127
• Licenses, 55, 57, 70, 93, 105–106, 131, 135
• Lichtenberg, Frank, 108
• Liquor, 57–58, 119
• Li Xiao, 76
• Lord & Thomas, 21
• Lores, Enrique, 136
• Lyft, 76

• Machine learning, 29–30, 34, 85
• Management
• customer focus and, 14, 22
• Drucker and, 22
• impact data and, 117
• quality and, 104
• revenue models and, 131
• waste and, 71–72
• Manufacturing
• access waste and, 50–51
• consumption waste and, 69, 71
• customer focus and, 16–21
• impact data and, 27, 117
• leaner commerce and, 39
• quality and, 106, 123
• Market research, 16, 20–21, 23, 96, 112
• MAX conference, 131
• McLuhan, Marshall, 19–20
• Medicine
• consumption waste and, 64
• FDA and, 25
• impact data and, 25
• leaner commerce and, 40, 43
• pay-by-outcome and, 84
• Personal Reimbursement Models (PRMs) and, 83–84
• pharmaceutical industry and, 25, 43, 83–84, 101–102, 104–106, 108
• prices and, 83–84, 101–102, 106, 108
• quality and, 101–106, 108, 122
• U.S. Senate investigations and, 101–103
• value and, 83–84
• Mercedes-Benz, 57
• Merck, 101
• Metering
• access waste and, 4
• leaner commerce and, 41
• value and, 79
• waste and, 65–73, 79
• Metrics
• Amazon Web Services (AWS) and, 56
• consumption waste and, 69, 71
• leaner commerce and, 41–42
• quality and, 104–105, 127
• revenue models and, 135–139, 141
• value and, 78, 81
• Michelin, 71–72
• Middle Ages, 19
• MIT Senseable City Lab, 37
• Mitsubishi, 127–128
• Mobile devices, 25, 58, 70, 120–121
• Model T, 16–17
• Montgomery Ward, 19, 24
• Mood, 80–81
• Moore, John, 124
• Music
• access waste and, 51–52
• consumption waste and, 66–67
• impact data and, 32–33
• International Federation of the Phonographic Industry and, 52
• iTunes and, 52, 67
• leaner commerce and, 39
• Napster and, 51, 67
• peer-to-peer sharing and, 67
• physical products for, 51
• profits from, 52
• Spotify and, 33, 52, 65
• subscriptions and, 51–52, 57
• value and, 80–81
• Warner Music Group and, 52
• MyLab, 93–94
• Mylan, 101–102

• Napster, 51, 67
• Netflix, 56–57, 65–66
• Net Promoter Score (NPS), 28
• Newton, Isaac, 138
• New York Times, 82, 114
• Next Level Solutions, 69–70
• NexTraq, 71
• Novartis, 102

• Ogilvy, David, 23–24
• Ogilvy ad agency, 111
• Operations, 64, 87, 96, 128
• Opn, 58
• Organization for Economic Co-operation and Development (OECD), 42
• Orica, 85–87, 96, 116
• Outcomes
• accountability and, 94–95
• advertising and, 94
• automobiles and, 96–97
• breadth/depth of, 97–98
• committing to, 91–99
• customer focus and, 141
• defining, 95–97
• education and, 91–93
• efficiency and, 8–9, 91, 95, 98
• existential question for, 94–95
• health care and, 43, 96
• impact data and, 26–28, 32–36, 93–95, 113, 116–117
• innovation and, 94
• insurance and, 96
• leaner commerce and, 38–44
• ownership and, 95, 98
• pay-by-outcome and, 78, 84
• pay-per-time and, 93
• prices and, 91–93, 96
• process focus and, 139
• profit and, 91, 95–96
• proxies and, 92, 96
• purchasing, 39
• quality and, 92, 95, 98, 103, 95–98, 111–120
• revenue models and, 94–99
• technology and, 96
• textbooks and, 92–94, 96
• transportation and, 97–98
• value and, 78–87, 94–98
• waste and, 35, 38, 42–43, 50, 79, 84, 86–87, 91, 94–95, 98–99, 105–106, 113, 116–117, 138, 140
• Overture Services, 82
• Ownership
• access waste and, 40
• impact data and, 32
• leaner commerce and, 37–41
• licenses and, 55, 57, 70, 93, 105–106, 131, 135
• outcomes and, 95, 98
• payment plans and, 55
• quality and, 105–107, 126
• revenue models and, 40–41, 53, 55, 57, 68, 73–74, 76, 84–87, 95, 98, 105, 107, 131–137, 140
• subscriptions and, 53, 55, 57
• value and, 84, 86–87
• waste and, 32, 37, 40–41, 53, 55, 65, 68, 71–76, 84–87, 105, 107, 131, 135–136, 140
• XaaS and, 54–56, 68, 70–71

• Page, Larry, 82
• Palmolive, 21
• Parking spaces, 37, 74
• Pay-by-outcome, 5, 78, 84
• Payment-by-results, 124–126
• Pay-per-cartridge, 137
• Pay per Laugh, 77–78
• Pay-per-time, 4, 79, 86, 93
• Pay-per-use, 76
• Pay per Wash, 68–69
• Pay-to-own, 74, 79, 84, 86, 104–105, 132, 136
• Pay-what-you-want, 72–73
• Pearson, 92–94, 96, 122
• Peer-to-peer sharing, 67, 75
• Performance models, 42, 78–82, 98
• Performance waste
• customer focus and, 24
• impact data and, 35, 113
• leaner commerce and, 40, 42
• outcomes and, 95
• Pay per Laugh and, 78
• quality and, 78, 102
• value and, 78–79, 82, 84, 86–87
• Personal Reimbursement Models (PRMs), 83–84
• Pfizer, 101
• Philips Lighting, 118
• Porsche, 57
• Prices
• anchors and, 16
• biggest ripoffs and, 91
• customer focus and, 16–18, 22–24
• designer clothes and, 56
• discounts and, 54, 96, 102, 111, 120–121, 127
• flexibility and, 62–63, 65–66, 69
• Ford and, 16
• gamification and, 119–121, 124, 127–128
• GM and, 17
• haggling and, 24
• health care and, 37, 101–102, 106, 108–109
• high, 17, 22, 47, 63, 91–92, 101–102, 106, 108, 125, 131
• impact data and, 34, 111
• leaner commerce and, 39
• low, 16–18, 22–23, 51, 53, 55, 57, 96, 108, 125
• medicine and, 83–84, 101–102, 106, 108
• outcomes and, 91–93, 96
• passive approach to, 1–2
• quality and, 48, 53, 69, 83, 92, 101–109, 120, 125
• raising, 47–48, 102
• razor blades and, 47–49, 53
• revenue models and, 23, 47, 79, 103, 105–106, 131, 137
• risk-dependent, 62
• scalable, 34, 97
• Sears and, 18
• subscriptions and, 48, 55, 57, 66, 86
• subsidies and, 101, 120
• textbooks and, 92–94, 96, 122
• U.S. Senate investigations and, 101–103
• value and, 23–24, 47, 56, 77, 79, 81, 83–86, 106, 108
• Price tags, 24, 39, 105
• Pritchard, Marc, 38
• Privacy, 9, 113–115
• Procter & Gamble (P&G), 38, 47–49, 129–130
• Productivity, 16–17, 86–87
• Profit
• Adobe and, 131–133, 141
• advertising and, 21–22
• consumption waste and, 64, 74
• customer focus and, 13, 19, 21
• impact data and, 118
• leaner commerce and, 38
• music industry and, 52
• outcomes and, 91, 95–96
• quality and, 101, 103
• revenue models and, 38, 96, 118, 131–133, 141
• value and, 79, 86
• Progressive, 35
• Proxies
• consumption waste and, 62
• impact data and, 28
• leaner commerce and, 42
• outcomes and, 92, 96
• quality and, 120
• revenue models and, 139
• value and, 78–82
• PwC, 66, 75, 93

• Quality
• accountability and, 130
• automobiles and, 122–123, 127–128
• breaking paradox of, 101–109
• collaborative consumption and, 76
• competition and, 108, 121, 127
• customer focus and, 9, 16–17, 54, 106, 109, 122–130
• efficiency and, 107, 109, 123
• experiences and, 78, 119, 125–126, 128–129
• health care and, 101–106, 108, 122–123
• impact data and, 106, 130
• innovation and, 104–109, 127
• insurance and, 35, 102, 119–121, 127
• integration and, 128–130
• leaner commerce and, 42
• less importance of, 49–50
• lower prices and, 53
• management and, 104
• manufacturing and, 106, 123
• medicine and, 101–106, 108, 122
• metrics and, 67, 69, 104–105, 127
• outcomes and, 92, 95, 98, 103, 105–108, 121–130
• ownership and, 105–107, 126
• paradox of, 101–109
• payment-by-results and, 124–126
• pay-to-own and, 104–105
• performance waste and, 78
• prices and, 48, 53, 69, 83, 92, 101–109, 120, 125
• profit and, 101, 103
• proxies and, 120
• razor blades and, 105, 129
• retail and, 104
• revenue models and, 103–109, 122–123, 129–130, 139
• sharing and, 127
• subscriptions and, 122, 129
• surrogation and, 104–105
• technology and, 102, 125
• transparency and, 101, 108
• value and, 77–87, 103–108, 121–123, 128–129
• waste and, 50, 102–106, 108
• Quality-adjusted life year (QALY), 83
• QuizMe, 93, 96

• Raider, Jeff, 49
• Railroads, 19–20
• Razor blades
• Dollar Shave Club (DSC) and, 48–49, 52–54, 129
• Fusion ProGlide, 48
• Gillette and, 47–49, 52–54, 105, 129, 136, 164n5
• Harry’s and, 49, 53
• innovation in, 47–48, 54
• prices and, 47–49, 53
• quality and, 105, 129
• subscriptions and, 48–49, 52–55
• value and, 47, 53–54
• Reality in Advertising (Reeves), 22–23
• Real-time data, 26, 30–31, 33, 35, 62, 87, 125
• Reeves, Rosser, 22–23
• Reichheld, Fred, 28
• Rent the Runway, 56–57, 65, 73, 122–123
• Repatha, 84–85
• Retail. See also specific companies
• consumption waste and, 74
• customer focus and, 13–14, 18–19, 23–24
• impact data and, 34
• payment plans and, 55
• as plexiglass fortress, 47–48, 43
• quality and, 104
• revenue models and, 137
• shelf space and, 47
• subscriptions and, 48, 53
• Revenue models
• access models and, 41, 54–55, 68, 135, 140
• accountability and, 140
• Adobe Creative Cloud and, 131–135, 138, 141
• auctions, 82
• automobiles and, 137
• clicks, 81–83
• communication and, 131
• customer focus and, 15
• disruptive, 49, 53, 57, 109
• efficiency and, 39, 123–124, 133–134, 137–140
• gamification and, 119–121, 124, 127–128
• impact data and, 26, 31, 33–35, 113–118
• innovation and, 132–135
• internal resistance and, 138–141
• leaner commerce and, 39–43
• management and, 131
• metrics and, 41, 65–68, 79, 135–139, 141
• outcomes and, 94–99
• ownership and, 40–41, 53, 55, 57, 68, 73–74, 76, 84–87, 95, 98, 105, 107, 131–137, 140
• pay-by-outcome, 5, 78, 84
• payment-by-results, 124–126
• pay-per-cartridge, 137
• Pay per Laugh, 77–78
• pay-per-time, 4, 79, 86, 93
• pay-per-use, 76
• Pay per Wash, 68–69
• pay-to-own, 74, 79, 84, 86, 104–105, 132, 136
• pay-what-you-want, 72–73
• Personal Reimbursement Models (PRMs) and, 83–84
• prices and, 23, 47, 79, 103, 105–106, 131, 137
• profit and, 38, 96, 118, 131–133, 141
• proxies and, 139
• quality and, 103–109, 122–123, 129–130
• retail and, 137
• Rock-on-Ground, 85–87, 96
• sharing, 51, 65, 67, 73–76, 80, 115, 127
• shelf space and, 47
• subscriptions, 28 (see also Subscriptions)
• technology and, 138
• transfer of ownership and, 40
• unbundling, 41, 65–67
• value and, 54, 78–79, 85, 87, 133–140
• waste and, 35, 39–43, 49–50, 53, 62, 64, 68–70, 73–79, 87, 94, 98–99, 103–106, 113, 115, 127, 133–141
• XaaS, 54–56, 68, 70
• Ricard, Pernod, 58
• Risk Solutions, 127
• Road Assist+, 127–128
• Roche, 83–84
• Rock-on-Ground, 85–87, 96

• Sandburg, Carl, 19
• impact data and, 25, 29–31
• gamification and, 119–121, 124, 127–128
• value and, 81, 85
• Shakespeare, 78
• Sharing
• access waste and, 4
• impact data and, 115
• peer-to-peer, 67, 75
• quality and, 127
• ride, 51
• transportation and, 65
• value and, 80
• waste and, 65, 67, 73–75
• Sharing Economy Research Center (SERC), 75
• Signify, 118
• Silk Road, 19
• Singles Day, 13
• Sloan, Alfred P., 17
• Smart bulbs, 117–118
• Smith, Adam, 15–16
• Smith, Merri, 73–74
• Smithsonian Magazine, The, 18
• Snakes & Lattes, 72
• Snapshot, 120–121, 127
• Spiegel, 19
• Spinal muscular atrophy, 102
• Spotify, 33, 52, 65
• Squibb, 101
• State of the Connected Consumer, The (report), 114–115
• Status quo, 133, 139, 141
• Stroke, 84
• Subscriptions
• Adobe, 131–133, 135, 137–138, 141
• automobiles and, 57
• consumption waste and, 66, 68, 70
• cord cutting and, 66
• customer indifference and, 122–123
• distribution and, 52
• Dollar Shave Club (DSC) and, 48–49, 52–54, 129
• Harry’s and, 49, 53
• hassle of, 53
• HP Instant Ink, 136–138
• impact data and, 28
• insurance and, 457
• leaner commerce and, 41, 48–49, 52–55
• music, 51–52, 57
• Netflix, 56–57, 65–66
• ownership and, 53, 55, 57
• prices and, 48, 55, 57, 66, 86
• quality and, 122, 129
• razor blades and, 48–49, 53, 55, 129
• value and, 68, 86, 122, 136
• waste and, 49–53
• XaaS and, 54–56, 68, 70
• Subsidies, 101, 120
• Sunstein, Cass, 127
• Surrogation, 104–105, 139
• Sutton, Willie, 113
• Szell, Michael, 37

• TAP: Unlocking the Mobile Economy (Ghose), 115
• TaskRabbit, 74–75
• Tayler, William, 104
• Teatreneu, 77–79, 95
• Technology
• Abilify MyCite and, 25
• algorithms and, 29–34, 62, 64
• artificial intelligence (AI) and, 29–30
• bandwidth and, 29
• biometrics and, 81
• Cadillac and, 57
• CDs and, 33
• cloud computing and, 29, 31–33, 55–56, 85, 131–135, 138, 141
• consumption waste and, 65, 67, 69–71, 75
• customer focus and, 15, 20
• disruptive, 1
• driverless automobiles and, 117
• drones and, 61–65, 69
• gamification and, 119–121, 124, 127–128
• impact data and, 8, 29–34, 53, 114–115
• integration and, 128–130
• intelligent pavement and, 30–31
• Internet and, 1, 30, 65, 67, 69, 81, 114, 117
• leaner commerce and, 9, 37
• less importance of, 49
• machine learning and, 29–30, 34, 85
• mobile devices and, 25, 58, 70, 120–121
• mood and, 80–81
• outcomes and, 96
• quality and, 102, 125
• real-time data and, 26, 30–31, 33, 35, 62, 87, 125
• revenue models and, 138
• scalable, 34, 97
• scanners and, 29
• sensors and, 25, 29–31, 81, 85, 119–121, 124, 127–128
• smart bulbs and, 117–118
• value and, 78–79, 82, 85
• WiFi, 30, 72–73
• Tesla, 32
• Textbooks, 91–92
• Thaler, Richard, 127
• Tide Cleaners, 129–130
• Tires, 71–72
• Toner, 136–138
• Toyota, 17
• Transparency
• consumption waste and, 65
• impact data and, 26, 29, 31, 114–115, 118
• leaner commerce and, 38
• quality and, 101, 108
• value and, 83
• Transportation
• automobiles, 16–18 (see also Automobiles)
• consumption waste and, 65, 71, 75
• efficiency and, 98
• freight, 19–20, 57, 98
• impact data and, 117
• Michelin and, 71–72
• NexTraq and, 71
• outcomes and, 97–98
• peer-to-peer, 75
• public, 51, 98, 117
• railroads, 19–20
• rush-hour commuting and, 37
• sharing and, 65
• Trucking, 20
• Tulerie, 74

• Uber, 65, 74, 76, 97
• Unbundling, 4, 8, 41, 65–67
• Unilever, 49, 52, 54
• United States Bureau of Labor Statistics, 91
• U.S. Food and Drug Administration (FDA), 25
• U.S. House Oversight and Government Reform Committee, 101
• U.S. Securities and Exchange Commission, 92

• Value
• access waste and, 3, 39–43, 50, 56, 68, 76, 78–79, 84, 87, 106, 122, 136, 140
• accountability and, 81–82
• advertising and, 77, 81–83
• automobiles and, 80–81
• biometrics and, 81
• clicks and, 81–83
• consumption waste and, 79, 86–87
• designer clothes and, 56
• efficiency and, 26, 39, 41, 69, 76, 79–80, 84, 87, 98, 107, 115–116, 123, 133, 137, 140
• elusive nature of, 79–80
• experiences and, 78, 85, 87, 128, 140
• health care and, 80, 83–85
• impact data and, 25–27, 31, 33, 54, 80, 87, 115–116
• innovation and, 82, 84–85
• insurance and, 81
• leaner commerce and, 39–43, 69
• machine learning and, 85
• medicine and, 83–84
• metering and, 72, 78–81
• mood and, 80–81
• music and, 80–81
• Orica and, 85–87, 96, 116
• outcomes and, 78–87, 94–98
• ownership and, 84, 86–87
• Pay per Laugh and, 77–78
• pay-per-time and, 79, 86
• pay-to-own and, 74, 79, 84, 86, 104–105, 132, 136
• prices and, 23–24, 47, 56, 77, 79, 81, 83–86, 106, 108
• profit and, 79, 86
• proxies and, 78–82
• quality and, 77–87, 103–108, 121–123, 128–129
• razor blades and, 47, 53–54
• revenue models and, 54, 78–79, 85, 87, 133–140
• sharing and, 80
• subscriptions and, 68, 86, 122, 136
• technology and, 78–79, 82, 85
• transparency and, 83
• XaaS and, 56, 68
• Vanoosthuyze, Kristina, 54
• Vinyl records, 33
• Volkswagen Golf, 27
• Volvo, 57

• Wadhwani, David, 131–132
• Wall Street Journal, 38, 129
• Wanamaker, John, 24, 38
• Warner Music Group, 52
• Washing, 39, 41, 50, 67–69, 116–119, 129
• Waste
• access, 35, 39, 41, 49–53, 56, 68–69, 73, 75, 87, 99, 102, 136
• advertising and, 38
• automobiles and, 37, 50–51, 56, 63–65, 74, 76
• communication and, 65
• consumption, 35, 39, 31, 59, 63–75, 79, 86–87, 99, 102
• cumulative nature of, 59
• customer focus and, 14–15, 22, 24
• education and, 38
• efficiency and, 38–42, 50–51, 63, 66, 69, 73, 79, 87, 91, 98, 102, 113, 115–116, 140
• financial problems and, 50
• health care and, 37, 102
• idle assets and, 37–38, 40, 50–51, 56, 64–65, 74–75
• impact data and, 35, 69, 71, 113, 115–117
• innovation and, 70, 94, 104–105, 133–135
• insurance and, 61–65, 69, 76
• internal resistance and, 138–139
• leaner commerce and, 8, 37–43, 69
• management and, 71–72
• manufacturing and, 50–51, 69, 71
• medicine and, 64
• metering and, 4, 65–73, 79
• music and, 51, 66–67
• outcomes and, 35, 38, 42–43, 50, 79, 84, 86–87, 91, 94–95, 98–99, 105–106, 113, 116–117, 138, 140
• ownership and, 32, 37, 40–41, 53, 55, 65, 68, 71–76, 84–87, 105, 107, 131, 135–136, 140
• parking spaces and, 37, 74
• performance, 24, 35, 40, 42, 78–79, 82, 84, 86–87, 95, 102, 113
• physical problems and, 50
• profit and, 64, 74
• proxies and, 62
• quality and, 78, 102–106, 108
• retail and, 74
• revenue models and, 35, 39, 41–43, 49, 53, 64, 68–69, 73–74, 78–79, 87, 94, 98–99, 103–106, 113, 115, 117, 133–136, 140–141
• rush-hour commuting and, 37
• sharing and, 65, 67, 73–75
• subscriptions and, 49–53, 66, 68, 70
• technology and, 65, 67, 70, 75
• transparency and, 65
• transportation and, 65, 71, 75
• unbundling and, 4, 8
• value and, 78–79, 82, 84, 86–787
• Weisler, Dion, 137
• Wells Fargo, 104
• WiFi, 30, 72–73
• Winterhalter, 68–69, 116
• World Economic Forum, 71
• World Health Organization (WHO), 35

• XaaS, 54–56, 68, 70–71

• Yahoo!, 82
• Young & Rubicam, 22
• YouTube, 66, 82, 111
• Yu Fengxia, 75–76

• Ziferblat, 72, 79