The customer may not be right but they are never wrong

Ty Fairclough

Marshall Field used the phrase, “the customer is always right” in his Chicago department stores way back in the ~1870s. It captured the value of customer service and listening to your customer. In today’s digital age users are getting things wrong, a lot. But the weight of blame shouldn’t fall on them, instead it is the responsibility of the product to make a user successful in their goal. This is a particular failing that others, like Don Norman, had picked up with Apple products. Such is their powerful emotional design people look to themselves as the source of the problem rather than the machine that failed them.

 

The customer user is always never right wrong

TYIT Ltd provides a full stack UX consultancy that designs accessible digital services. We've helped complex organisations like BEIS and DfE achieve digital transformation by running Lean and Agile discovery processes.

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