Customer care today is a whole new ballgame. In fact, customers control the ball now. They have better access to more information, and that results in new desires and very specific needs.
Customers today are telling the power companies they want to be billed the way the phone company bills them. They're demanding salads in fast-food burger restaurants. If they get an upgrade when they travel by plane, they expect the railroad to offer a similar program.
In other words, not only do customers want you to do your job well, they also want your organization to perform what everyone else does well.
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