Kevin Maney’s post discusses how difficult the tradeoffs are and the dangers for businesses that stray.
“consumers will trade the quality of an experience for the convenience of getting it…
…it's dangerous for a business to try to be both high fidelity and super convenient. It confuses the brand and drags the product or service into a crisis. A prominent example is Starbucks, which began as a high-fidelity experience, and attempted to become high-convenience by flooding the world with outlets. The fidelity and convenience aspects worked at cross-currents and damaged the brand.”
