Everyone knows the difference between right and wrong. Don’t they?


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Over at The Perfect Customer ExperienceDale Wolf argues that “No company can do well when it treats its customers wrongly. That is the essence of Customer Experience Relationship Building.”. Dale recalls a personal story of a failed attempt to return a purchase, and eventually storming out of the store. Never has this been more true than in the age of social media. In the past, customers who felt wronged would tell their closest network of friends and family. Today, they tell the their online social networks, who tell theirs, who repost it elsewhere, and maybe even upload it to a popular video sharing site where it can get 7+ million views. The power balance between companies and customers has well and truly shifted – customers now have a voice on the same level, and if they feel wronged, they’ll tell the world about it.

Republished with author's permission from original post.

Colin Shaw
Colin is an original pioneer of Customer Experience. LinkedIn has recognized Colin as one of the ‘World's Top 150 Business Influencers’ Colin is an official LinkedIn "Top Voice", with over 280,000 followers & 80,000 subscribed to his newsletter 'Why Customers Buy'. Colin's consulting company Beyond Philosophy, was recognized by the Financial Times as ‘one of the leading consultancies’. Colin is the co-host of the highly successful Intuitive Customer podcast, which is rated in the top 2% of podcasts.


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