Ever since 20/20’s story on Consumerist.com last week I’ve been observing my customer experiences a little closer than usual. I’ve been playing a little game called “What would the world see if this experience were recorded and posted on the internet?” It’s been interesting.
A few of the experiences I’ve encountered over the last few days have been absolutely delightful. Those companies would be proud to show the world how much they care about their customers.
A few of the experiences have been downright dreadful. I’m convinced that those companies are totally in the dark about what’s really going on in the world of customers who are fed up and fighting back.
I’d classify the majority of my experiences over the last few days as “indifferent”. I honestly don’t know what those companies would think if they could see through the eyes of just one customer.
- Would it matter that they are paying people who are virtually zombies?
- Would they even notice that the body language of some of their expressionless people is deplorable?
- Do they even know the difference between hiring a warm body and hiring a great personality to represent their company?
I can’t help but wonder about all this.
What I know for sure is today there is no place to hide. A search for blog posts at Technorati for “bad customer service” resulted in 109,148 results. Consumers are fighting back with video recorders, camera phones, and even digital recorders. I might even join the forces.
All companies (large and small) are wise to ASSUME that every customer experience is being recorded and can easily be shared with the world.
Do you know what people are saying about your company? If not:
- Google your company’s name along with the word “complaint”.
- Check this short list of websites people are using to vent their complaints:
Consumerist.com Ripoffreport.com Complaints.com Hearusnow.org
- Repeat weekly
One thing to remember, it’s not safe to assume that no news is good news. It’s time to start caring about your customers.
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