This is expected now in everyone’s lifestyle. Business must continue
to respond accordingly.”
Says another manager, “Information technology has played a
significant role in raising customer service expectations, particularly
from an immediate-access-to-information perspective. Customers
also expect to interact with empowered employees.”
According to still another manager, “In an economy where pricing
is not always the most important factor, items like quality,
instant turnaround, and delivery are key components for customers.
Customers want to be able to talk to key players 24/7.”
As customers become ever more demanding, keeping pace with
their demands will become all the more difficult, especially under
cost constraints. This is what tough management is all about.