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!
January 13th, 2007 at 3:16 pm
Glenn- Thanks for posting about this! I’ll let you know if I hear any further response from the boys and girls over at Kohl’s.
And, I’ve got you in the feed reader, so I’ll be looking forward to reading more.
Thanks, again!
January 28th, 2007 at 10:34 am
Hi Glenn, I am a mystery shopper myself and have been one for 5 years now. I also have a shopping blog that put together for all the shoppers out there to go and talk about shopping just started this and feel it will go far. I just want shoppers to be able have a friend like you and me to help them out. I like your post on Kohl’s and will be making it breaking news on my blog. Thanks for the eye opening post. You will be on my link list! Thanks Again Jerry.