As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

Businesses should move away from the outdated “the customer is always right” mindset, which often leads to employee burnout, high turnover and, ironically, poor service quality. Here’s how to ...

"The customer is always right" is an adage most people are inherently familiar with, whether or not they have experience working in customer service. Though its usage is ubiquitous, its alleged ...

Cofounder and CEO of PissedConsumer, a review platform that helps consumers be heard and brands improve their customer service processes. The customer is the foundation of any successful business.

Closing this gap between talk and action is the key to genuine customer-centricity. Try to shape an environment where every customer interaction resonates deeply. Imagine a world where mattresses aren ...

“The customer is always right” was always problematic. These days, it’s a terrible policy. Research offers a better approach. You might think the problem with forcing your employees to humor insane ...

Whether you believe a customer is always right probably depends on which side of the counter you’re on. For shoppers, having ...

Here’s why you need to slow down just when it feels like you should speed up. There's an inevitable feeling of fatigue at the end of a long sales cycle. I've worked alongside salespeople on very large ...

The email wasn’t abusive or harassing, but it was worse than brusque—it was disrespectful. Downright rude. I was several years into business and had long since outsourced the general inbox to a team ...

A couple of months ago, I visited a well-known establishment in Miami for dinner. Even though it was a regular weeknight — not nearly as busy as a weekend rush — I noticed one of the staff members ...

“A customer who is dissatisfied will tell between 9-15 people about their experience, with over one in 10 telling 20 people about their bad experience.” That wronged customer is likely going to tell ...