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image: Why the Customer Is (Sometimes) Wrong by stanis

Why the Customer Is (Sometimes) Wrong

The customer, turns out, is not always right.   Directly asking your customers for feedback may seem logical, but it won’t always help you run a better business, writes Steve Martin, director of the business strategy organization Influence at Work, in a recent HBR blog post. So how can customer feedback be useless? Customers don’t know what they want. You’re sweet to ask and smart to care. And your customers want to tell you how to make them happy, according to Martin. But their...