Buyer Beware. We used to hear this message a lot more than we do today. Let’s face it, the consumer was vulnerable and didn’t have much of a voice in the market..  There were consumer advocates out there like David Horowitz who had a program called Fight Back, which attempted to inform consumers about corporations and other big businesses whose products were of poor quality, but only the biggest issues were heard..

In the past, if you had a bad experience or issue, you could call (and wait on hold after being told “your call is important to us…” or write a letter.) You could complain to your spouse, your neighbors, but that is about as far as your voice could travel.  You were one voice talking to a few people. The “leverage” was very much in the hands of the business. 

That was then, the whole paradigm has shifted. 

Today, if I have the time and the passion – and generally just the right level of frustration…….I can tell more than my husband, my dog......  Social Media outlets have shifted the power to the consumer.  Social software —peer networks, blogs, chat, public rating systems and more—combined with growing media interest in consumer issues has made it easier than ever before for consumers to share their care experiences with an increasingly large audience and genuinely influence public opinion.  Look at poor Jet Blue.  One bad experience, coupled with YouTube and the media at large got them “kicked off” the cover of BusinessWeek’s Customer Service Champs issue.  And another example from the world I live in, are these blogs on how to avoid self-service.  They certainly haven’t helped the image of self-service or containment rates.

Companies can no longer afford not to care.  Today’s consumers now feel entitled to great service on their terms and aren’t afraid to speak up. Those companies that choose to ignore this changing dynamic will soon find themselves lagging behind quick-reacting competitors.  Simply put – BUSINESSES beware - the company that provides the most satisfying customer experience across all access points wins.    

I’d love to hear your thoughts on this evolution.  Please share your experiences in customer care and links to others’ experiences?  Would love to hear what is good out there and what isn’t – and together learn how these new media outlets are further empowering the consumer.