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March 2010 - PS Insights

THE CUSTOMER IS KING

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We used to give lip service to the idea of “The customer is always right,” and then we went about our business like the customer was always an imposition. Marketing 2.0 (and now 3.0) has truly empowered customers in ways we never imagined. If you’re not prepared to totally embrace the idea that your customers are now part of your marketing plan and have a voice in your marketing message, then you’re heading for marketing oblivion. It’s time to embrace the (sometimes uncomfortable) idea that not only is the customer always right, the customers also always has a voice.