Friday, February 17, 2012

"Deshoppers" a.k.a. Crooks

Further back in the line are Natasha and her baby son Louis. Natasha is returning a pashmina, worn recently at a cousin's wedding. She gives a broad grin and a knowing wink to the person behind her, as a refund of $225 is credited to her store credit card. She also receives a goodwill discount voucher of 10% as part of the store's customer loyalty initiative.

Meanwhile, in the store's security office two teenagers who have been apprehended for shop-lifting stand forlornly. But have they really committed a worse crime than the likes of Jayne, Dorothy or Natasha?

No, the customer is not always right. Read this disturbing article by Tamira King and John Balmer at Harvard Business Review.

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