Good Morning,
I recently watched a presentation by the author of “Crush It”, Gary Vaynerchuk (http://www.youtube.com/watch?v=BEYjvifUdeM) where he points out (with a healthy dose of colorful metaphors) that customer service is the industry that all businesses, no matter where they are today, will ultimately end up serving in. This is a point, which Gary Vaynerchuk also pointed out is very scary, because if you notice, not all businesses, or people for that matter, are very good at customer service, and that is a problem.
Customers/Clients/ aka People like us have an amazing ability to know if they are being treated poorly, lied to, given the business, etc.
In the past, that happened all the time and unless we were Rockefeller, a Senator, or someone with ‘Power’ there was little to nothing that we could do about it. We knew what we were getting was less than quality and there was not much we could do about it.
Today with the social networks all over the place with instant messaging, tweets, email, mobile phones, etc., we all have a voice, and that voice can be plastered all over the web and shared with the millions, scratch that, billions of people who go to the web.
The Blogosphere has nothing on people who can share photos and notes with their friends and connections on multiple web platforms in seconds. A photo and a tweet can have more power and impact than some of the best thought out and wordsmithed blogs. Sure not everyone follows every tweet or Facebook post, but I am sure that when the hundreds of friends or thousands of fans we have see a note about some good or bad experience we had with a business, it will sink in.
This is especially true due to the continued power of work of mouth marketing. It is still the most powerful form of marketing today. The only change is how that word of mouth is shared. It is no longer just to your neighbor, pastor or relative. The word of mouth testimony gets tweeted or spammed across the internet for many many more people to see.
With all of this in place, it makes sense that all companies need to start focusing more on customer service or we the people will be carving into their businesses with sharing our bad experiences and how they don’t care. Smart entrepreneurs and startup companies will enter the scene and with a healthy dose of caring, lure away our business from the brick and mortar folks who only see us for the money we bring them.
The next time you have a bad experience, just whip out your cell phone and start tweeting, yelping or texting about it and you may just get a change in that experience.
Enjoy!
Sanford Berenberg
Sanford@berenberg.net
http://www.berenberg.net
http://sanfordberenberg.blogspot.com/
Follow Me on Twitter! http://twitter.com/sberenberg
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