While I agree that in general a company should focus on customer, I strongly disagree with the phrase "the customer is always right". The customer should be li

While I agree that in general a company should focus on customer, I strongly disagree with the phrase "the customer is always right". The customer should be listen emphatically, while trying to identify their needs and see if your product fits or not, should have maybe a voice in saying what kind a direction a product should go, should have access to information regarding their own data and how we handle it, but I would not put such responsibility of figuring the "right" to the customer. The customer is sometimes wrong. The customer is sometimes influenced by bad press, publicity or lack of knowledge, or even lack of interest to put the effort to understand or articulate their own needs. Sometimes the customer asks for a feature that they will not use. So we should see the customer emotions, expressions, complaints, praises as an effect which needs to be acknowledged and listen to and try to understand the cause. Here is a simple example: televisions which are promoting useless debates, false claims or subjects which are blown out of proportion, you know what they say: It is what the public wants.