The Customer Revolution
FAs they did with responsiveness and
quality, businesses of all types and sizes have
heeded the call and are giving customers the opportunity to have it their way.
At one time we were
satisfied with a one-size-fits-all product or service; now we want businesses to bend to our will.
On a rational level, this
means we’re more insistent that a product meet our special needs.
Information and new
technology are at the heart of the move toward customizing service.
Gary Heil, Tom Parker,
& Rick Tate, Leadership And The Customer Revolution, Van Nostrand Reinhold,
1995