Relativity

Consider how long the following activities took in 1994:

• Finding and ordering a book that was not on the shelf at your local bookstore
• Buying an airline ticket
• Getting you bank account balance
• Writing and sending a letter to a friend
• Finding and combing through a company's 10-K
• Ordering from a catalog

You can now do all of those from your desk, without talking to anyone.

Are your customers still dealing with you essentially the way the did in 1994?

How much longer will that last?