“Merely satisfying customers will not be enough to earn their loyalty. Instead, they must experience exceptional service worthy of their repeat business and referral. Understand the factors that drive this customer revolution”. Rick Tate, Author: “Leadership and the Customer Revolution”. Rick Tate, an expert on service quality, got it right. There is a ‘customer revolution’ going on for the first time in retail history and it has to do with the paradigm shift where the consumer, rather than the vendor, holds all the power. The perv...