OK, we’re going to be controversial here.
The customer is NOT always right.
And if the customer isn’t always right, then saying “How high!?” when they tell us to jump isn’t only ruinous to scaling your success and support organizations; it’s also doing a disservice to customers.
So how do you balance catering to customers’ needs and being a customer-obsessed brand with drawing mutually beneficial boundaries? How can you improve customers’ experiences without having to scale your investment in resources?