One of the complaints we hear most often today is that customers no longer feel any loyalty. This is expressed by both sales and production staff in graphic arts companies, and my guess is that it’s a universal sentiment among sales-based organizations, regardless of their size or the products and services they offer.

While it is not a new phenomenon for our industry, there is no doubt in my mind that customers are becoming more demanding. In the past, we occasionally heard a sales rep talk of an account that he or she had locked up, or a company refer to safe business. If they were to talk like this today, they would be in for a huge shock.