Whose Best Interest Is It, Anyway?
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By Erik Cagle
The customer is not always right, contrary to popular belief. It is, from where you're sitting, to the benefit of your clientele. But how often I've wished that the retail sector would take the point of view more often.
The retail sector treats customers like...what's the word I'm looking for...oh yeah, crap. Sure, consumer loyalty is not nearly what it is in B2B, and the retail segment relies more on foot traffic than establishing long-term relationships with a core group of clients. Consequently, we miss out on all the nice subtleties that make standing business/client relationships so valuable.
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