"Your most unhappy customers are your greatest source of learning."
The Customer is Always King. The Customer is Always Right. We hear so much about consumerism and the 'customer-first' economy. This is a major departure from traditional economics and business models. Colin's work in this area explores the juggling act that front-line employees manage while serving the demands (wants/needs) of multiple stakeholders. Things get interesting when those wants and needs are misaligned or even compete with one another.