The New Regular: Prepare for conflicts of customer expectations

This is the 18th edition of my New Regular series that focuses on how the marketplace is changing in front of our eyes and what small businesses can do about it. Recently placed in the placebo group of a Covid-19 vaccine study, it’s not looking good for Normal. Once upon a time, in a land far, far away, only wizards and fairies had magic wands, and customer expectations were easy to anticipate. Now, come back to the rude reality of post-pandemic 2020, and things here are different.  Let me…