@utch44 :Hi William, that's a great point. Customers these days have so many more options than they did in the past for many products/services and have greater access to information that influences their decisions to purchase. With these shifts in the customer/business relationships, quality is of the utmost importance. I'm guessing organizations are realizing this new shift in the relationship which is also why focus on the customer is rated up there as well. We live in a world where a single tweet can grab a ton of attention and even lead to boycotts or a surge in sales! Interesting new economy we are in and a very new world for today's and tomorrow's leaders who must think with a global mindset.
