answer:
Your customers know more than ever since they went online. They know your competitor's prices. Their product specs and delivery options. Their Terms and values. And since people know more, they expect more.
They expect to be informed when they go online. So you must inform them. They expect to be heard. So you must interact with them. They have more options. So you must work harder to grab and hold their attention. Even if you don't actually sell your goods and services over the internet, what you do online makes the difference between winning and losing customers.
People used to talk about what they saw online. Now they talk about what they've done. What products they compared. What swatches they tried. What stock levels they checked. They expect to do more. So you must help them. Or someone else will.
