I laughed as I typed that title...
We have entered a new era, one of empowered customer choices and complete consumer disruption resulting in customer control.
I love disruption!
Maybe it's hardwired into me to ask many question and get to the truth before I buy in, but I am noticing that I am not the only one taking my business to the company’s that might be less popular but really, give the consumer what they want and keep caring after the sale.
This past weekend I experienced this very circumstance with my cell phone provider.
I stopped into a retail store to make a simple change to my account and inquire about an upcoming upgrade that I was eligible for. I would have loved to handle this over the phone, but the customer service experience varies from phone to in person, so I decided to go to source vs. wasting my time on the phone (experience teaches).
An hour later I ended up leaving the store irritated, frustrated and ready to take action. I went up the street to a neighboring service provider to see if maybe there was a chance I could get what I wanted with the “little guy”.
Thirty minutes later I left that store with not only what I wanted in my hand, but more than I had expected. My loyalty to the brand that I had been with for 10 years went out the window in 30 minutes because I was in control and took my business to a company that aligned with what I most wanted. Did I mention they were super nice and got to know me personally?
So the question: why do big companies still think they are in charge?
Haven’t they gotten the message yet that they work for US, the consumer?
Regardless of what industry, consumer choices create your reality.
Where I choose to spend my money creates the business's success, so the notion that CEO’s or owners are in charge, well that’s just not true. The Customer controls the market and the success of the company.
I believe disruptive consumer momentum is radically exciting, giving the opportunity for the consumer to take 100% responsibility for what they really want and change the face of companies all over the world.
What do you think, exciting or terrifying?
Lindsey Rainwater is an experienced consultant and coach to the fitness and wellness industry. She specializes in business development and leadership. Currently she is working with the Fitmarc Team helping club owners all over the south central region of the united states propel their business forward via group exercise solutions. For more information about lindsey, follow her @lindseyrainh2o