The Power of the Customer

The Power of the Customer

December 1, 2011

Ever thought about how much power your customers have these days. They can blog, tweet, post a video, or Facebook how much they don’t like you. Your customer truly has the power to make or break your business and it’s reputation. If a complaint goes viral, it’s possible that millions of people will learn about the problem.

In September a major insurance carrier, MetLife, lost a contract for LA Unified School District. Due to ONE disgruntled customer who just happened to be a board member with alot of important ears at his disposal. Richard Vladovic persuaded fellow school board members to reject a multimillion-dollar insurance contract after receiving what he says was improper billing and poor service. That was just the power of one.

You can avoid customer service nightmares such as the one described above by adopting customer first policies, implementing customer surveys and conducting mystery shopping. By implementing a customer centric attitude, the only thing that will go viral are sales!