A Renewed Focus

To be sure, the cataloging landscape has been changing over the years. And so have customers’ expectations of you. The Internet has conditioned today’s shoppers to summarily expect a breathtaking array of product choices, fast answers to their questions, reasonable prices, trackable orders and quick (if not free) delivery. Susan McIntyre examines the new customer dynamic in her column this month: “Want to Put Customers to Work for You? Don’t Do It!” Her thesis: The work imperative is on your end, not your customers’.