An entrepreneur started a small consulting business to provide training on multi-culturalcommunication to large corporations, educating managers on how to communicate with people whohave a different ethnic background than their own. In his conversations with customers, he learnsthere is a need for training on socio-economic issues as well. He develops a training class forteaching managers the differences in communication and perception across socioeconomicsituations that he can provide to multiple customers. This is an example of strategies to improve:customer responsiveness and innovation