What a Mess Tells Customers

Seth's short post today on 60 million mystery shoppers points us to another post from Hee-HawMarketing about the mess that Kohl's department stores are making of their customer's experience.

Seth's point is that there are now 60 million cameras out there and people are using them to show the good, the bad and the ugly in their world (think Iraqi dictator swinging from a rope). That world also includes your customer's experience with your company or organization. What is happening here is much more than just an extension of negative word-of-mouth that a messy store may have caused in the past. Back then, you rarely heard back from customers that were saying terrible things about your business. Now, the world gets to read and see for themselves, just how shoddy things are.

Note to Kohls and similarly defective businesses—click—now we see you and now we don't!