The other day I watched House of Gucci—a biographical movie directed by Ridley Scott about the Tuscan dynasty representing the famous luxury fashion house.

The saying is nothing new: The customer is always right. Customers come first. We’ve heard these adages for a long time. And we’ve questioned them for almost as long. Those of you who know me know that I’ve certainly been doing that for a long time!

In the age of mass production, the demand for customization is increasing. Customers prefer products catered to their individual needs and preferences over standard items—albeit at a cost.

Imagine you put on an old coat you haven’t worn in a while, and to your surprise you find a crumpled $20 bill in your pocket. How good does it feel? Do you go up half of a notch on a 1–10 mood scale—or maybe a full notch?

The phrase “supply chain” became part of the everyday vernacular during the pandemic, as supply chain issues seemed to affect everyone's life—from toilet paper to automotive components.

Everyone’s heard of it by now: “Quiet quitting” is the freshly coined phrase to describe the age-old behavior of not quite leaving one’s job entirely but rather opting to no longer go above and beyond.

The decade of the 2020s has given businesses—and the consumers who count on them—quite a ride.

In September 2022, Boeing agreed to pay $200 million for charges that it misled investors about

Customer experience, or “CX,” is all the rage in marketing circles nationally. Customer experience refers to how a customer experiences your company at every point of their buying journey—from marketing to sales to customer service, and everywhere in between.

Like most of us, lawyers think they can be impartial when they rate other people’s work. “They say, ‘Who writes a brief doesn’t matter.