Power to the People

Had a bad experience? Tell anyone who will listen about it.

Had a wonderful experience? Tell a few close friends about it.

This is nothing new.

This was our nature before the internet.

“Consumers will tell others about their customer service experiences, both good and bad, with the bad news reaching more ears. Americans say they tell an average of nine people about good experiences, and nearly twice as many (16 people) about poor ones – making every individual service interaction important for businesses.”  Source: RetailCustomerExperience.com August 2011.

Because of my activity online, I write words of praise and also share words of shame that sometimes results in action from the offending companies and thank yous from those that I’ve recommended.

I chronicled my experience with Arby’s not getting the price right and followed up with how they fixed the problem.

I shared the crazy JCPenney email opt out policy.

I wrote about Idiotic QR Coding being paid for by our tax dollars.

But you don’t need your own website to spread the word.

Seth Godin wrote about what the internet has done to increase this word of mouth over the years.

I call it giving Power to the People via social media and a few related websites.

Many people use their Facebook pages, others use Twitter and FourSquare.

I recently wrote a couple of reviews on Trip Advisor.

The 1st one was a glowing review of a hotel I stayed at in Michigan.

The next one though was a warning:

“The Worst Rip-off since……”
1 of 5 stars Reviewed February 16, 2012

Fortunately, the owner of our company paid for this experience. If this is what Orlando was famous for before Disney, Orlando would be a ghost town. The hokey show, the overpriced food, the limited selection of food and what ever you do, don’t buy the special drink tickets. You’ll get watered down koolaid.

Spoiler alert: The Princess dies.
This made a little girl in the audience burst into tears even though she comes back to life at the end.

Speaking of the end, it was really weird when after the show the horses were set loose and were licking each others backsides.

We had more fun making fun of it afterwards than sitting thru the gruesome 90 minute show.

Visited February 2012
Trip Advisor sent me a note that my review has been seen 416 times in the first 7 days after I wrote the review.
The web is your world.  Use it wisely.
Scott Howard aka ScLoHo has 25+ years of experience in marketing , advertising, media and works directly in the radio and digital world from Fort Wayne, Indiana.  Contact him at Scott@ScLoHo.net or 260.255.4357.

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