Ask your customers what they want.
- Is constant adaptation always the best policy?
- Do your customers really want you to change?
- Will change alienate your base?
- Will you confuse people?
- What is the cost?
- Will the change make you vulnerable?
The bottom line: "Your customers will dictate when and how much to change. Keep asking them what they want (we recommend a formal or informal audit every six months) and keep watching their behavior, since they aren’t always able to articulate their desires. Then change as they do, or just a little bit faster."