Wednesday, July 07, 2004

The customer is always right? Not anymore

The customer is always right? Not anymore
"Larry Selden calls them 'demon customers.'

Selden, a consultant who works for Best Buy, co-wrote 'Angel Customers & Demon Customers.' In his book, he said that while retailers 'probably can't hire a bouncer to stand at the door and identify the value destroyer,' they're not powerless. "
Casino's do the same thing with people who are too smart to come in and lose lots of money.

1 comment:

Steve Portigal said...

Despite all the press about Best Buy and demon customers, check out this quote from the April 2005 Promo magazine (sidebar "The Five Best Customers" to article "Mass in Transit") by Barry Judge, senior VP-consumer and brand marketing, Best Buy: "There are no demon customers...Mostly all consumers can be profitable. If they're not, it's because of a bad business model. It's stuff that we did to make then unprofitable, so we fix the business model."