« brockwell lido | Main | thinking allowed - the random chartage phase »

Comments

I never listen to the radio, Radio 4, that's the one with the Archers on it, isn't it?

What's wrong with Any Questions?

don't get me started on Any Questions.

'The customer is always right' belongs is one of the worst and most patrosnising denizens of the Disingenuous Marketing Speak Hall of Fame. Along with saying 'madam' and 'sir'/using the beloved customer's first name when you've only just learnt it all the time and the practised 'buy this' twinkle in the eye. It's outdated and totally dishonest sales speak. And it's based on the premise that we're all daft. That's why I don't like it.

I don't think anyone ever meant it, really, either. It's most often (and probably more appropriately) used in training staff for particularly unpleasant customer services roles like telesales, where people spend most of their time thinking 'the customer is always an arse' for shouting and hanging up. So I find it quite weird that Mr Leahy would use it for the public identity of Tesco.

Thing is, I don't want to always be right. In fact most of the time I think I want my shops/services etc to be more right about me about their products. I want Tesco to know more about their cheese/cereal/value beans etc than me. I'd like Sony to know more than me about sound systems. And I must be one of the very few 26 year olds who watches old 70's/80's BBC4 programmes and thinks 'whatever happened to the good old days when they told us what was good for us'. Series like The Shock of the New were tv at it's very best, I'm convinced.

I loved the recent panic on R4 about the spoof phone in they did on the subject of race. Everyone rang in spitting with rage and then when they found out it was a spoof they sniffed that it wasn't funny then? Was it?!

Old Ned Sherrin is a nightmare. And I know this makes me sound miserly but I wish they'd put You and Yours on at a more civilised hour. Like four in the morning. 'Part from that R4 rules.

Just realised most of that made no sense as I was typing too fast. Obviously I'm not always right. Hardly ever, in fact...

Its such a cop-out. Its one of those expressions used by people who think they understand marketing and targeting but don't.

A great example of this is Nintendo. If you look at what they are doing with their new console, they are completely ignoring what their customers asked and expect; and now they have had more positive press, more publicity, and higher expected sales figures than they have had in the past 12 years.
For them, focusing on what they believe they can do for their customers has worked much better than responding to what their customers want.

Pro-active is better than reactive, and "The customer is right" is so so reactive it hurts.

The comments to this entry are closed.