Have you ever heard of financial democracy? No, me neither. But you've likely heard or read stories about the increasing inequality in wealth distribution. In my view, the key factor that contributed to our financial system crash was not determined by individual misbehaving, but rather by the failure of the system itself-where decision power is centralized within an array of institutions.
When it comes to customers, experience is everything. Customers don't differentiate between small organizations or larger ones, nor differentiate between channels, once they enjoy the best level of satisfaction and best quality service then, they expect same kind of experience from a small firm as they do a larger one.