Volume 25, Number 2 February/March 2017


Have you identified your most important customer? One of the most timeworn of all business aphorisms—The customer is king—is often honored more in the breach than in the observance. A friend of mine once sat in a meeting with a new management team. They were discussing customer service issues when an executive loudly proclaimed, “Who in the hell is the customer to tell us what to do!” Soon thereafter, that chair had a new occupant. But customer service, as seen in every installment of Undercover Shopper, is the linchpin to continued success. Smart retailers long ago figured that out. Now,… [Read More]