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In
the old days--about three or four years ago--we consumers asked the
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companies
we did business with for higher quality and greater
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responsiveness. They did not let us down.
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Today,
however, responsiveness and quality no longer guarantee that
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consumers
will be loyal to those we do business with. Aware that
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companies
will give us what we want, we’re asking for more, and that
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“more”
is flexibility.
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We
want them to give us what we want, not what they want to give us.
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Flexibility
means we’re looking for companies to treat us as individuals and
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not
like members of the herd.
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Gary Heil & Tom Parker, “One Size No Longer Fits
All,” Information Week,
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27
Feb 95, p. 112
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