Why is the customer always right?


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The Customer is Always Right

This often used short hand phrase for customer focus has been a great way to simplify the message that customers are important.

The reality is more complex, we know the customer is not always right for our business. There are customers that will take advantage of policies, loopholes and mistakes we make. Some customers are abusive and create stress for employees. In short some customers need to be fired, but these are exceptions not the rule and should not guide the way we treat all customers. We also know that customer’s can’t really tell you what they want until they see it.

However, the sentiment is useful and it does serve to help us remember why we are in business. Ultimately the customer decides whether we are successful or not, they pay the bills and their perception is reality.

Its not uncommon for us to have different views than our customers, in fact, it is normal, we have different experiences, backgrounds and perspectives. The key is to not lose sight of why we are doing what we are doing.

By remembering the customer is always right we can remain focused on getting it right for the customer.

Republished with author's permission from original post.

Christopher Brown
Chris Brown is the CEO of MarketCulture Strategies, the global leader in assessing the market-centricity of an organization and its degree of focus on customers, competitors and environmental conditions that impact business performance. MCS works closely with the C-Suite and other consulting groups to focus and adjust corporate vision and values around the right set of beliefs, behaviors and processes to engender more dynamic organizations, predictable growth, and customer lifetime value. In short we help leaders profit from increased customer focus.


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