said 1 year, 4 months ago:
@joanmuschampfagnani Great question! I think there are two underlying aspects to this question: 1) growth management, and 2) real-time communication.
Managing growth is perhaps the most difficult management task any organization or individual will ever come against. When do you hire more bodies? Is the business case sound enough to move to the next level? Should you acquire, merge or move into a new market or new segments? These are questions we should ask ourselves if we are individual consultants, or if you are a brand such as Sundance. Sometimes, it’s ok not to grow, which doesn’t mean status quo: you can still evolve (as most events such as Sundance must do from one year to another).
As for real-time communication, with twitter and social media instant reaction, I believe it simply magnifies the first point mentioned above. If you don’t deliver quality customer service, you are doomed. Nowadays, the information simply travels faster, and to bigger audiences. But a brand can also turn that around, foster advocates and rally troops in front of adversity. So it’s a double-edge sword.