Back in 2014, small business author Jim Blasingame wrote a now-famous book called The Age of the Customer: Prepare for the Moment of Relevance. The book knocked the socks off many business owners who were used to delivering customer service in a status-quo fashion—maybe failing to pay attention to online reviews, thinking reputation would carry their companies through hard periods, and so on.
The book was a wake up call, and since then everything has changed. The Age of the Customer no longer only refers to Blasingame’s book. We are—as many news outlets, pundits, analysts, business experts and academics will agree—truly living in an age like business has never seen.