The RIGHT Customer Is ALWAYS Right
There is nothing more wrong than claiming that the customer is always right. It is simply not true.
by Lior Arussy

“The right customer is right, and many customers are taking advantage in ways that are very much not right. Running a business with such over-sweeping statements is not only unhealthy and unprofitable, it creates significant pressure on employees who are forced to chase such generalized clichés that are disconnected from their reality. As such, they find themselves doing things that they know are wrong for the company and often are in conflict with their own values.”

This article originally appeared in AMA Quarterly, the JOURNAL OF THE AMERICAN MANAGEMENT ASSOCIATION, Spring 2019. Download the full article in PDF form below.

ImprintCX is a modern marketing and customer experience services company that seamlessly combines insights, consulting, and activation into one integrated offering. The company is powered by sophisticated analytics, deep human understanding and design thinking to help organizations develop and deploy retention and lifetime value strategies for their high impact customers. Collectively, the ImprintCX team has developed and lead hundreds of customer experience transformations for Fortune 500 companies such as Mercedes Benz, Honeywell, Pizza Hut and