1. Globalization and Customer Expectations
Globalization
• Globalization (or globalization) in its literal sense is the process of transformation of
local or regional phenomena into global ones.
• It can be described as a process of blending or homogenization by which the people of
the world are unified into a single society and function together. This process is a
combination of economic, technological, sociocultural and political forces.
• Globalization is often used to refer to economic globalization, that is, integration of
national economies into the international economy through trade, foreign direct
investment, capital flows, migration, and the spread of technology.
Tom G. Palmer of the Cato Institute defines "globalization" as "the diminution or
elimination of state-enforced restrictions on exchanges across borders and the
increasingly integrated and complex global system of production and exchange that has
emerged as a result."
History
The term "globalization" has been used by economists since the 1980s although it was used in
social sciences in the 1960s; however, its concepts did not become popular until the latter half of
the 1980s and 1990s. The earliest written theoretical concepts of globalization were penned by
an American entrepreneur-turned-minister Charles Taze Russell who coined the term 'corporate
giants' in 1897.
Modern globalization
• Globalization, since World War II, is largely the result of planning by economists,
business interests, and politicians who recognized the costs associated with protectionism
and declining international economic integration.
• Their work led to the Bretton Woods conference and the founding of several international
institutions intended to oversee the renewed processes of globalization, promoting growth
and managing adverse consequences.
• These institutions include the International Bank for Reconstruction and Development
(the World Bank), and the International Monetary Fund.
• Globalization has been facilitated by advances in technology which have reduced the
costs of trade, and trade negotiation rounds, originally under the auspices of the General
Agreement on Tariffs and Trade (GATT), which led to a series of agreements to remove
restrictions on free trade.
• Since World War II, barriers to international trade have been considerably lowered
through international agreements - GATT. Particular initiatives carried out as a result of
GATT and the World Trade Organization (WTO), for which GATT is the foundation,
have included:

2. • Promotion of free trade:
o Reduction or elimination of tariffs; creation of free trade zones with small or no
tariffs
o Reduced transportation costs, especially resulting from development of
containerization for ocean shipping.
o Reduction or elimination of capital controls
o Reduction, elimination, or harmonization of subsidies for local businesses
• Restriction of free trade:
o Harmonization of intellectual property laws across the majority of states, with
more restrictions.
o Supranational recognition of intellectual property restrictions (e.g. patents granted
by China would be recognized in the United States)
Global conflicts, such as the 9/11 terrorist attacks on the United States of America, is
interrelated with globalization because it was primary source of the "war on terror",
which had started the steady increase of the prices of oil and gas, due to the fact that most
OPEC member countries were in the Arabian Peninsula.
Measuring globalization
Globalization has had an impact on different cultures around the world. Japanese McDonald's
fast food as an evidence of international integration.
Looking specifically at economic globalization, demonstrates that it can be measured in different
ways. These centers around the four main economic flows that characterize globalization:
• Goods and services, e.g. exports plus imports as a proportion of national income or per
capita of population
• Labor/people, e.g. net migration rates; inward or outward migration flows, weighted by
population
• Capital, e.g. inward or outward direct investment as a proportion of national income or
per head of population
• Technology, e.g. international research & development flows; proportion of populations
(and rates of change thereof) using particular inventions (especially 'factor-neutral'
technological advances such as the telephone, motorcar, broadband)
 As globalization is not only an economic phenomenon, a multivariate approach to
measuring globalization is the recent index calculated by the Swiss think tank KOF.
 The index measures the three main dimensions of globalization: economic, social, and
political.
 In addition to three indices measuring these dimensions, an overall index of
globalization and sub-indices referring to actual economic flows, economic
restrictions, and data on personal contact, data on information flows, and data on
cultural proximity is calculated

3. Effects of globalization
Globalization has various aspects which affect the world in several different ways such as:
• Industrial - emergence of worldwide production markets and broader access to a range of
foreign products for consumers and companies. Particularly movement of material and
goods between and within national boundaries.
• Financial - emergence of worldwide financial markets and better access to external
financing for borrowers. Simultaneous though not necessarily purely globalist is the
emergence of under or un-regulated foreign exchange and speculative markets.
• Economic - realization of a global common market, based on the freedom of exchange of
goods and capital.
• Political - some use "globalization" to mean the creation of a world government, or
cartels of governments (e.g. WTO, World Bank, and IMF) which regulate the
relationships among governments and guarantees the rights arising from social and
economic globalization. Informational - increase in information flows between
geographically remote locations. Arguably this is a technological change with the advent
of fiber optic communications, satellites, and increased availability of telephony and
Internet.
o Language - the most popular language is English
o About 75% of the world's mail, telexes, and cables are in English.
o Approximately 60% of the world's radio programs are in English.
o About 90% of all Internet traffic uses English.
• Competition - Survival in the new global business market calls for improved productivity
and increased competition. Due to the market became worldwide not specific area, there
are many industries around the world. Industries have to upgrade their products and use
technology skillfully for facing the competition and increasing their competitive.
• Cultural - growth of cross-cultural contacts; advent of new categories of consciousness
and identities which embodies cultural diffusion, the desire to increase one's standard of
living and enjoy foreign products and ideas, adopt new technology and practices, and
participate in a "world culture".
• Ecological- the advent of global environmental challenges that might be solved with
international cooperation, such as climate change, cross-boundary water and air pollution,
over-fishing of the ocean, and the spread of invasive species. Since many factories are
built in developing countries with less environmental regulation, globalism and free trade
may increase pollution. Social(International cultural exchange) - increased circulation by
people of all nations with fewer restrictions.
o Spreading of multiculturalism, and better individual access to cultural diversity
(e.g. through the export of Hollywood and Bollywood movies). Some consider
such "imported" culture a danger, since it may supplant the local culture, causing
reduction in diversity or even assimilation. Others consider multiculturalism to
promote peace and understanding between peoples.
o Greater international travel and tourism
o Greater immigration, including illegal immigration

4. o Spread of local consumer products (e.g. food) to other countries (often adapted to
their culture).
o Worldwide fads and pop culture such as Pokémon, Sudoku, Numa Numa,
Origami, Idol series, YouTube, Orkut, Facebook, and MySpace. Accessible to
those who have Internet or Television, leaving out a substantial segment of the
Earth's population.
o Worldwide sporting events such as FIFA World Cup and the Olympic Games.
o Incorporation of multinational corporations in to new media. As the sponsors of
the All-Blacks rugby team, Adidas had created a parallel website with a
downloadable interactive rugby game for its fans to play and compete.
• Technical
o Development of a global telecommunications infrastructure and greater
transborder data flow, using such technologies as the Internet, communication
satellites, submarine fiber optic cable, and wireless telephones
o Increase in the number of standards applied globally; e.g. copyright laws, patents
and world trade agreements.
• Legal/Ethical
o The creation of the international criminal court and international justice
movements.
o Crime importation and raising awareness of global crime-fighting efforts and
cooperation.
Globalization has had extensive impact on the world of business. In a business
environment marked by globalization, the world seems to shrink, and other businesses
halfway around the world can exert as great an impact on a business as one right down
the street.
Globalization has affected workforce demographics, as well
Trends such as outsourcing and offshoring are a direct offshoot of globalization and have
created a work environment in which cultural diversity can be problematic.

5. WHAT ARE YOUR CUSTOMERS EXPECTATIONS?
"6 Tips To Building Customer Loyalty"
By Tracey Lowrance
As your customer base grows it's imperative that you maintain the same level of service that you
provided when you first earned your customer's business. You have to anticipate their needs
before they announce them, and put those actions in place.
Meeting these expectations will cement your relationships, increase their satisfaction, and retain
their business.
Here are six customer expectations that are the cornerstone of outstanding service and increased
sales:
1. Customers Expect Solid Information.
Providing your customers with tangible information lets them know that you value them and
respect their ability to make sound decisions. When they feel that they're respected, they're more
open and willing to do more business with your company. One way to ensure they receive
beneficial information is to ask probing questions during your conversations to uncover needs
they may not have voiced. For instance, ask about the objectives they've set for their company,
and the problems associated with attaining them.
2. Customers Expect Options.
Customers don't want to be told that there's only one way or one solution. They'll respond
positively when they're given options. Options are essential because they create dialogue and
discussion. Open dialogue can lead to more sales.
3. Customers Expect Single Source Service.
Customers don't want to be transferred to every unit of your business to have their problems
solved. They want to be able to do business with you with the slightest amount of discomfort.
You must be easy to do business with. This means taking ownership of your customers requests,
problem, etc., and ensuring that their needs are met to their satisfaction.
4. Customers Expect Superior Communication.
They may not be the best communicators, but they expect communication excellence from you.
So, if you tell them that you will call them back at a certain time, make sure that you do. Your
responsiveness will create a bond of trust, and a communication comfort level.
5. Customers Expect Consulting.
As the expert on your business' products and services, you are your customer only contact to
determining how to use your product and/or service to get the best RETURN ON
INVESTMENT (ROI). You must take the time to ask pertinent questions aimed at finding
how your customer is using your product and/or service. This will demonstrate your ability and
knowledge as well as your intent to spend the necessary time with them to meet their specific
needs.

6. 6. Customers Expect A Seamless Relationship.
The best businesses are those that believe in going the extra mile for their customers. They know
that they have to reinforce why it's in the customers best interest to continue doing business with
them. Building a relationship with your customers built on mutual trust and respect takes time
and effort, but remember retention is the best method of building profit. Stay in touch with your
customers by keeping them informed of new events, product updates, passing on information
that may be of interest, calling to say hello, etc.
Meeting these six customer expectations will help you gain customer loyalty, and customer
loyalty will keep you in business!
Tracey Lowrance is the President/CEO of OutSource ConneXion, a full service marketing
communications firm that offers marketing communications, public relations, media advertising,
and employee/community relations expertise in the Atlanta area.