Preparing for ‘Lightning’ in Your Customer Experience

It was a sudden storm, one that blew up with little warning. I was in the hardware store near my home. Strong wind and driving rain falling at greater than a 45-degree angle caused me to worry about getting out to my car in the parking lot without becoming soaked. Then, a bolt of lightning hit nearby. The thunder that instantly followed sounded like a bomb in a warzone. The entire store went dark; everything stood still and silent.

 

But then emergency lights came on. Seconds later the store...