As I write this, my husband is watching a show that aired on TV last Thursday, but with our cable company’s DVR box, he’s watching it on the following Tuesday.

He likes the show “Elementary,” but he wants to watch it when HE wants to watch it.

Your customer, your visitor, your guest has more control over his or her environment than ever before.

Sure, organizations can keep stuffing their customers into whatever box that the organization prefers, but they are on a fool’s errand.

People want what they want when they want it.

Give it to them.

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