Customisation and customer expectations

Robert Passikoff

Over time, as brands and outlets have increased, companies have learned the importance of customer satisfaction, product and service quality, and timely and cost-efficient production.

Customisation and customer expectations

Robert Passikoff

The American statesman, publisher and inventor, Benjamin Franklin, once opined, 'blessed is he who expects nothing, for he shall never be disappointed'. But then you have to keep in mind that while Franklin was a businessman of sorts, the marketplace in which he competed was a vastly different place in the mid-1700s from today. It was an easier time for selling, if not manufacturing, and consumers did not expect very much. Tallow candles, no punitive taxes on tea or stamps, representation in Parliament. Things like that. Deliver on those and you had a pretty...

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