The Customer Authority

Great article today on CNN.com about customer service vigilantes (read here)– customers who are so frustrated with getting the service they need, they do whatever they can to get it. This includes everything from finding ways to get to the CEO, blogging about a company’s poor service, and using social networking communications to spread the word on poor service.

On the one hand, I applaud the vigilantes. The need for extreme action on a customer’s part wouldn’t be necessary if it wasn’t becoming more and more common for service to be poor. When vigilantes take action, it only creates better service for everyone.

On the other hand, I wouldn’t want to have people read the article and then think, “Hmmmm – maybe I should just go to the top for ALL my problems and then I won’t have to worry about ANY problems anymore”. There’s a chain of command in companies for a reason. Use it appropriately if they can help.

The one line of the article that stood out above all others is the one line I want all of you to read, and then read again. Because it’s true and it’s coming:

“Customer service is going to be the new differentiator. Price isn’t the deciding factor anymore — it’s service.”

Have I not already been telling you this? Then hopefully you’ve been listening and you’re already well ahead of the game. Just like I thought you’d be.