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Things Have Changed

The evolution of electronic service has been swift and convincing. Businesses have adopted Web technologies and so have customers. Customers can now do anything from order a pizza to actively manage our investment portfolio—if they have the patience and the know-how.

While businesses have been taken with their rapid evolution in applying the Web, they've been, unwittingly, overtaken by customer expectations. Customers now expect more than is being delivered. A game of tag has occurred between businesses and their customers, and at the moment customers are "it."


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