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Customer Power: Help or Hurt a Business

The Web contains numerous examples of customer power. Customers are using YouTube, MySpace, blogs, and a number of other Web tools to slam or praise companies. You believe that the most influential person in a business is the customer. How could customers hurt or help a business? Should employees agree that customers are the most important part of a business. Is the customer always right?

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Customers can help or hurt a business in several ways. News travels fast online - especially bad news. We have social media sites like Facebook and Twitter, which allow people to communicate and "post" statuses instantly. One of the main disadvantages to companies is that a customer who has had an unfavorable experience is more likely to post the experience for others to read compared to the customer that has had a favorable experience. This has always been the norm, but in an age of advanced ...

Solution Summary

This solution explains if the customer is always right, or if there are exceptions to this business standard. A detailed discussion is provided. 1 reference included.