Sense of Entitlement?
Consumers are much more demanding about getting what they want.
Reasons:
- One reason is the explosion of choices,
- with everything from hundreds of cable channels to new players emerging from deregulated industries like airlines and telecom companies.
- Rewards programs
- frequent-flier miles: Those who know their worth expect special privileges that reflect it. Says Bonnie S. Reitz, senior vice-president for marketing, sales, and distribution at Continental Airlines Inc.: ''We've got a hugely educated, informed, and more experienced consumer out there now.''