In the 1980s and 1990s, businesses across the country were taught the now-common-mantra that "The customer is king." This mindset established a couple of principles that everyone in business was to follow:
Any product or service's design, production, distribution, marketing, and advertising should have the customer as the central focus for all decision-making
The customer is boss
The customer is always right
The evidence is clear: employees and service providers who really believe that the customer is king do a better job at delivering service and establishing greater customer loyalty. At the same time, experience has also shown that the customer is not always right---especially in complex, high tech, high frequency, high...