Why Institutions should listen to the 'one'

A good talk on why the 80/20 rule leads companies to miss placing their resources on the 'one' that will make the difference in favour of what appears to be the sensible investment to the bulk of the respondents.He also shows that what we think is the 'average' and thus the right place to put investment, is mistaken in a world of long tails. And why as the way we communicate changes, it favours the 'one' having a chaotic (although initially quantum) effect on the system.