If a client feels unhappy as a result of dealing with a company's lack of service, be assured someone will hear about it. And that doesn't simply mean a ranting phone call to a friend. It now includes a Facebook post, Yelp, tweet, blog post, etc. The world will know about it.
Consumers are inundated with options. Clients don't have to take BS because they can AND will move their business elsewhere.
When I read reviews and posts about bad client service, it changes my perception and/or plants a seed of caution. Conversely when I read glowing reviews and success stories, I am drawn to see what all the hoopla is about.
Leadership teams are concerned about keeping costs down, health care reform, regulatory uncertainty, consumer spending and more. However, are they concerned about what their clients are saying to each other online?
They should be.
As Peter Shankman, marketing futurist, says...