The past 5-10 years have been unrivalled in their pace of change. We have lived through economic, political and geographical mega-shifts and this has been mirrored in the most recognisable and permeating feature of the last decade: the rise of Social Media. From the evolution of social media as a fun, online community based expression of youth culture it has moved into the premier communication, business and educational channel for the world en mass. Not even governments and regimes have been able to quell our appetite.
Not all customers are born equal. Don’t get us wrong, every single customer is important and deserves a great experience but some will have the power to make or break you business and therefore they deserve more of your limited time and resources.