And it's bigger than an Internet revolution or a mobile wireless revolution. It's a customer revolution. Customers have taken control of our companies' destinies. Customers are transforming our industries. If you try to understand the ups and downs of the current economy by focusing on technology trends and investment fads, you're going to miss the true underlying shift that's underway.
Customers are in control.
They're changing the face of business as we know it. And your company's value is in their hands. Your customer franchise has suddenly become the scarcest and the most crucial resource for your business. What's more, your company is probably at risk. Unless you act now to focus on the quality and consistency of the customer experience you offer, your firm will be hopelessly lost in the turbulence.