Inside Analysis

The Customer Is Continuously Right

We’ve all heard that mantra: “The customer is always right.” That’s still true today, but perhaps even more so than ever before, in part because customers can leave brands at any moment, with only the touch of a finger.

That’s the reality that today’s brands must face. Moreover, how customers interact with brands has changed irrevocably, both because of the Internet, but also because of smart devices. Any consumer-facing brand needs to appreciate that the user experience of their apps is now of critical importance; as is the need for continuous improvement.

Check out this episode of InsideAnalysis to hear host Eric Kavanagh interview Joanna Schloss of Sauce Labs, the preeminent software testing platform for the modern developer.

Click Here To Listen

Eric Kavanagh

About Eric Kavanagh

Eric has nearly 30 years of experience as a career journalist with a keen focus on enterprise technologies. He designs and moderates a variety of New Media programs, including The Briefing Room, Information Management’s DM Radio and Espresso Series, as well as GARP’s Leadership and Research Webcasts. His mission is to help people leverage the power of software, methodologies and politics in order to get things done.

Eric Kavanagh

About Eric Kavanagh

Eric has nearly 30 years of experience as a career journalist with a keen focus on enterprise technologies. He designs and moderates a variety of New Media programs, including The Briefing Room, Information Management’s DM Radio and Espresso Series, as well as GARP’s Leadership and Research Webcasts. His mission is to help people leverage the power of software, methodologies and politics in order to get things done.

3 Responses to "The Customer Is Continuously Right"

  • Russell Ruggiero
    Russell Ruggiero
    April 15, 2019 - 1:46 pm Reply

    Eric, thank you for the insightful piece! Yes, the customer is always right, even more so. As a result they should be protected more than ever. Russ

  • Matthew Harang
    April 15, 2019 - 8:46 pm Reply

    Very true, the customer has much more power today than every before, as well thanks to social media. Good brands are understanding this changing dynamic, using new media to converse directly with customers on different platforms. This is definitely an interesting time in that marketing used to be one sided, now it is multifaceted.

  • Gannon (J) Dick
    April 16, 2019 - 9:52 am Reply

    I get the distinction between ‘Continuously’ and ‘always’.

    “The Customer Is Continuously Right” or “The Boss is Continuously right” ?

    You have to make a choice. If a strategic plan (and StratML) is always, sustainably right, one of the above assertions is wrong.

    Ramifications ? Well, with tongue in cheek …
    Happy Tax Day! (ex. in Massachusetts and Maine where front running is forbidden*.)

    * Patriot’s Day is Monday and Tax Day is Wednesday.

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