The Increasing Influence of the Customer Experience and the Internet

The internet is continuously making it easier to both access, and promulgate information.  The costs of communicating and sharing one’s ideas, thoughts, feelings, opinions, and experiences have never been lower; all that’s required is desire, a computer, and an internet connection.  And with further advances in communication technology, this trend is only likely to continue. 

The good news is that it’s easier for your customers to share their opinions about your business, products, and services with others than ever before.  A happy customer is not only likely to be a repeat customer, but if happy enough, they’ll probably tell others, and generate new business for you in the process. 

The bad news is an unhappy customer will likely not return, but they can (and if unhappy enough, WILL) share their experience with others, and in doing so, either persuade current customers to stop giving you their business, or convince people that have never patronized your business, to never start.

To illustrate this, here’s a video found on YouTube; it’s about an incident which in the past, perhaps only a handful of people would’ve known about, but due to the internet and social media, already more than 6,000,000+ do:

Youtube – United Breaks Guitars