Now it means getting your marketing messages into your customer s hands when and where they are receptive. Be certain your website is located at the top of the search engines. Make your Yellow Page ad larger or distinctive. Customer s expect to shop at their convenience, to pay by credit card, to call an 800-number, and to have their questions answered correctly the first time. New is good, newer is better.
Customers expect the benefits of the most modern technology.
At a minimum, they expect the convenience of email, voice mail, pagers, and fax. Consumers assume they can rely on your products and services. If they are purchasing your time and expertise, they rely on your availability, your advice, your attention to detail, and your follow-through. Planning is the ability to monitor, influence, and profit from change. Planning means having a mission statement and the flexibility to respond instantly when new information allows you to fulfill your mission more effectively.