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Revisiting the customer-centric worldview
Aug 3, 2007
Some fun reading from three years ago... Introducing the Customer-Centric Worldview. Excerpt:
I walked into a Williams-Sonoma store here in New York a few days ago to return a gift that someone had sent me via the Williams-Sonoma website. When I got to the counter, I explained that I wanted to return the item - I already own something similar and just wanted cash back.
The clerk behind the counter said, "Sorry, sir, but we don't sell this item in the store. This is going to have to go back." ...
That's just evil. Evil. Seriously.