The customer is sometimes always right
"Every customer experience is designed to endear customers to us," blogs Dale Wolf. "We give a perfect customer experience, even when it costs us to do so. We do this because it builds trust and people buy from companies they trust. If the conclusion is that you cannot trust Facebook, then you should either be very careful [about] what you share with them ... [or] vote with your feet."
The customer is always right - except for, of course, when he or she isn't.
When it's inconvenient for the company, or when the customer asks for something that could negatively affect the company's revenue streams or business model, the customer is never right - even when he or she is.
That's why there are so many blogs devoted to customer outrage. By contrast, the number of blogs devoted to companies that actually get it right with a customer -- aside from those written by the companies themselves -- seems very small.
Read the full article
