You cannot please all the people all the time’… this is a basic reality that many businesses seem to ignore when looking at improving their Customer Experience. When we, Beyond Philosophy, enter conversations with clients on how they can improve their Customer centricity, typically they mistakenly think Customer centricity means giving Customers everything they want. Their mantra is ‘The Customer is always right’, but allow me to let you into a secret, the Customer is not always right! This is a terribly overused phrase and is emblematic of a misunderstanding of what Customer centricity is.
Sack your Customers!