The amplification of effort has never been greater.
The time of trial is always. Everything matters, everybody’s
watching and everything’s a performance. And when we care, I mean really,
really care, and do so with daily consistency, we will see greater residual
value than ever before.
A single tweet sent out in a moment of caring can erase the
memory of every bad review every written. A single response to an underappreciated
user can earn hundreds of loyal fans in an instant. And a single interaction
with an angry customer can turn a moment of empathy into a movement of
Understand this wave, and you can ride it.