Four years ago I became an app maker. It began with a conversation between me and another mother round a kitchen table. What had happened to the art of learning poems by heart? We came up with an idea for a children's poetry app which would equip the digitally-native generation with a store of verse.
Businesses simply can't afford to wait to respond to customer queries anymore. Anytime, anywhere, instant access and richer interactions with some brands have also fostered impatience across the board, as witnessed by the customer care streams on Twitter, jammed with customers thrilled by lightning-speed responses or appalled by slow ones.