“Companies make a mistake in adopting a mantra of ‘customer centricity’ to assume all customers matter equally and you must bend over to meet their every need. Yes, all customer promises should be fulfilled; that’s what a trusting brand does. But a lot of promises should never be made. Just like in a functional family, boundaries are important.”
~Kay Plantes, an MIT-trained economist, business strategy consultant, columnist and author
Read Wednesday’s Milwaukee Biz Blog by BizTimes executive editor Steve Jagler, who quotes Plantes: ‘Don’t be afraid to fire a customer.’
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