Fascinating blog posting by Kim Walker about a research study that looks at the ability of younger people to understand the emotions of the 'elderly'.
The bottom line is that they are not very good at doing it. This has considerable implications for the training and recruitment of staff with direct contact with customers.
Another factor that we have recorded, time and again, is the way that younger people make no allowance for the hearing decline in older people.
If companies want to engage with older people they need to understand the wide spectrum of ways that younger people need to adapt their behaviour.
Image via flickr