CUSTOMER VERSUS COMPANY
Let’s add one final ingredient to the mix. Your job is only going to get harder (sorry about that) as a result of the expectations of those around you. Take a moment to think about the expectations of your customers or even your own expectations as a consumer. What’s been happening to those expectations in recent years? Are they rising or falling? Do you expect and even demand more for your dollar than ever before? We suggest that customer expectations have gone up for a number of reasons:
Information. Customers today come to the interaction armed with more information than ever. In fact, today’s customer is far better ...
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