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