Customer is King

'Customer is King' and the 'Customer is Always Right'

The expression the 'Customer is King' is related to the saying that the 'Customer is always right'. Usually, it is best to think of the principle of the 'Customer is always right' as just that, a working idea, that can help guide an organization's value system (but customers are not always right as any service manager knows). Some businesses have used the idea that the 'Customer is always right' to lever service loyalty so much that this idea is central to their service concept and offerings. The concept is linked to the service guarantee. For instance, see “Bugs” Burger Bug Killers (BBBK), which is discussed in the classic service management text 'The power of unconditional service guarantees'.