The Customer Is Right. Right? Only When You Are Wrong!

In this episode of Capital Conversation, Vici and Paul challenge the age-old mantra, “The customer is always right.” They explore the rise of the Anti-Customer movement, where companies like Trader Joe’s and Zappos prioritize employee well-being and set boundaries with toxic customers. The duo breaks down VCII’s Customer Support Matrix, a framework for navigating customer-business dynamics, and discuss concepts like Joint Leadership and the Mutual Influence Zone. Through real-world examples and lively banter, they reveal how empathy and balance are key to building sustainable, mutually beneficial relationships in today’s business world.