The principal reason companies must change to survive is that customers are now in charge. Today we are in the age of the customer. It is the customer who decides how to do business and when to do business. Given the number of marketing choices today customers have much greater influence over price. To meet these changing demands of customers Nationwide must continue to change to be absolutely responsive to customers.
Customers are busy in many cases, very busy.
They work hard and they have little time to make purchasing decisions. They want to make choices quickly and on their terms. They very often depend on brands that they know and trust. They don't need to research the product the brand pre-sells itself. Brands are relationships and experiences that customers have with products and companies.