Conventional wisdom has lately been taking a terrible beating from modern technology as today’s natively social and mobile generation relegates big chunks of traditional business strategy to the junk-heap of irrelevance.
For example, classic business school thinking always told us that when your customer-satisfaction numbers hit 95 percent or even 98 percent, it’s a waste of money to try to push beyond that because some customers are just grumpy and implacable by nature and you can’t do a thing about that. So move on, we were told.
And that was okay back in the old days when the seller was in control of everything, from what the customer could buy and how the product would be fulfilled to the options that would or would not be available. But today, that model’s got about as much vitality as the local video store.