For the essay we have to prepare to next Friday, we have read an article about how to serve the customer of the future (http://www.mycustomer.com/item/133790). While I was reading it, I realized that many of the things the author said are today’s reactions about queues, services and products, at least in some industries and countries I know, like software/technology, cool coffee bars like Starbucks, etc..
I think the paper was written with up to date information besides tomorrow’s customer will have access to tools and he/she will behave in a way today we don’t know.
What we can do? I think the recipe is to stay informed, try every new tool that appears, pay attention to every change of behaviour of our clients.