Do you really know your customer? Do you segment your potential buyers? Do you accept that their behaviours will change and you will need to adapt?
A man with a sick child accosts the PM during a hospital visit about NHS cuts. The man happens to be a Labour supporter. With those views he was hardly likely to be a Tory. So why did @bbclaurak see fit to tweet his profile so he could be abused by Boris backers?#LauraKuenssberg