“The customer is always right,” is a slogan that promises that retailers give the highest priority to the customer experience.  But is it a true statement? That may not necessarily be so.  It takes a look at whether or not companies are doing their due diligence to identify and separate out the customers with a problem from the problem customers.
Retailers will often talk about personalizing and customizing for its best and most loyal customers but it doesn’t address the subset of people that can actively take up time and resources of the customer experience staff. As social media and brand complaint websites are more prevalent,  it has become increasingly more difficult to control the narrative.
In the latest MCM CommerceChat podcast, Stan Lucas, Principal of Lucas Advising, LLC., talks about whether the customer is always right and how the idea can have an impact on the customer experience.