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From Working for the Boss to Working for a More Demanding Overlord: The Customer

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Our fathers worked for the boss, and when they left the office at five o'clock, they left their job worries behind. Today's managers and employees work and worry nearly 24x7 - and probably for someone other than their bosses on the organizational chart. What has caused this shift, and who is this new boss? The answers to these questions are the Internet and the recently empowered customer, respectively. The Internet, with its powerful search engines and near-instant gratification, has irreversibly shifted power from sellers to buyers. Every supplier of products and services is scrambling to become more customer-focused.

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