Customer patience and expectations

In the com­pe­ti­tion for patron­age, busi­ness­es are find­ing that con­sumers are more demand­ing and less for­giv­ing than ever before. Cus­tomer loy­al­ty is dwin­dling, while research sug­gests that an over­whelm­ing major­i­ty of con­sumers are unwill­ing to offer a sec­ond chance to any com­pa­ny falling short of their expec­ta­tions. Firms do say that the cus­tomer is king — and cus­tomers have indeed become accus­tomed to being treat­ed like roy­al­ty