Harvey, George E.
The speeches are free of charge but please note that the Empire Club of Canada retains copyright. Neither the speeches themselves nor any part of their content may be used for any purpose other than personal interest or research without the explicit permission of the Empire Club of Canada.
The new customer revolution in a time of uncertainty and confusion. A review of recent history in business and the economy. Changes that have to be made for success by business in a new, restructured economy. Some examples and reasons for the rise of the empowered customer. Elements in meeting new customers' expectations. The microchip as the catalyst of change. Effects of a simple 1-800 number. A low cost structure critical to long-term success. Quality of product and services. The success of companies that have managed a culture change, with examples. Adjusting marketing to the new customer. The changing character of the successful manager. Empowered consumers as a driving force to change. The role of the empowered customer in today's society. The powerful combination of the empowered customer served by the empowered employee.