The Thankyou Economy by Gary Vaynerchuk - Book Review
Hey Steemers,
I'm currently reading The Thankyou Economy by Gary Vaynerchuk where he explains how business operations regarding customer care has and must return full circle to how they were before 1940's - A time before large businesses (supermarket chains/ franchises) took market share and squished Butcher Bob and his local business where he knew all local customer's by name and were treated like family with genuine care. We didn't grow up in this kind of economic era.
Customer care from businesses between 1940's and 2000's was wiped away for cost cutting, remember when Fuel stations (big business) hired people to fill up your car for you? Not anymore, no profit in it.
When a customer complained about a local business for whatever reason in pre 1940's, that one persons negative comment could affect say half a dozen or more of the businesses customers purchasing decisions as back in those times, entire families and family friends would shop at that one local business, say Bob's butchery (potential big loss for small business in those days in terms of profit/ customer loss), but this wasn't so much of an issue for a supermarket chain between 1940's - 2000's time frame as one complaint is negligible, the supermarket chain will keep going without this customer, regardless of complaints. Care for the customer was not so important for big business, until recently.
Now due to social media, we have returned to our great grandparents way of business where genuine customer care is a requirement because now if someone complains, this can be seen by all of his/ her followers instantly and can be shared and re-posted and has the ability to severely hurt a businesses reputation, businesses can no longer hide their issues or ignore their customer complaints.
This is all explained further in the book, it's a great read.
http://www.bookdepository.com/?a_aid=J_T10922
--Bonus--
The link below brings you to a post regarding a case which occurred recently within the new "thankyou economy" where a big business CEO showed no care for a customer's complaint or query and was threatened with legal action if he pursued his concern with the CEO ⤵️👇
AT&T CEO hates handling complaints: rectifihttps://www.theinquirer.net/inquirer/blog-post/1652416/complaint-at-t-ceo-result-legal-action
Thanks for reading! Be smart. Flubba Wubba Dub Dub!!