The Problem With Distance in Business

As businesses evolve, customers are increasingly cordoned off from the people and processes that create value in their lives. If you think about products that are made on the other side of the globe, as a customer, we'll never go into the factories where those products are made. Or if you think about interacting with an online e-commerce platform, there are lots of people that are at that company. We'll never actually see the work that they're doing. There are lots of good reasons why businesses create distance between their customers and their operations.