Customers Are More Picky, So Listen To Them
Customers have many choices and channels to get what they want. They expect to get good value for their hard earned, ever-declining dollar. They are empowered and emboldened to accept nothing short of value. They show a low tolerance for hassle, zero patience for wait, and no lenience for frontline employees who cannot address their need on the first contact. Let them encounter some bureaucratic process that adds no value to their experience and they are off to visit a competitor.