Clearly this was a classic of case of the customer is not always right and the lesson to brands, marketers and advertisers?

FORBES: What Two 5-Year Old Kids Can Teach Us About Society

Thus Roger Martin in his classic article, The Age of Customer Capitalism, (HBR, Jan 2010), shows how a focus on maximizing profitability tends to lead companies to do things that actually undermine long-term profitability.

FORBES: Is Delighting The Customer Profitable?

In fact, Glen makes the case that the classic CMO and CIO roles are evolving as they become increasing customer centric.

FORBES: A Better Way to Manage the Customer Journey

This classic model certainly delivers value to the organization and enables us to better manage sales, marketing and customer care processes.

FORBES: From Customer Management To Customer Engagement