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The Evolution and Reality of the "Customer Is Always Right" Philosophy
"The mantra "the customer is always right" is a foundational, yet frequently misunderstood, business principle. While it suggests that a company should prioritize customer satisfaction above all else to ensure loyalty and profitability, in modern practice, it is interpreted as a commitment to listening, empathy, and service excellence rather than a literal policy of absolute deference to every customer demand. Origins and Historical Context of the Phrase The phrase was popularized in the early 20th century by pioneering retailers like Harry Gordon Selfridge of Selfridge’s in London, John Wanamaker in Philadelphia, and Marshall Field in Chicago..."
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