Catherine Sloan's recent story, "Why Every Social Media Manager Should Be Under 25," generated a tsunami of feedback, the overwhelming majority of it negative. But the implications of the rapidly increasing rate of change in technology are much broader.
To paraphrase Warren Buffet, the secret to good customer relationships is the same as the secret to any good marriage: low expectations. But customer expectations today are rising more rapidly than ever, which presents a problem—as well as an opportunity—for your business. A case in point from Comcast.
When a bee finds food, it returns to the hive and does a "waggle dance" to tell the others where to find this bonanza. When you’re thinking about building your business, ask whether it makes more sense to invest in your flower’s appearance—or your nectar’s taste.