Classic Gary V. on the dangers of not caring about your customers in a “thank you” economy – and the power of the highly connected consumer.
My favorite quote (about 3 minutes in):
“Everyone of you clowns, including me, are in one business now–the customer service business because word of mouth builds business and right now we’re living through the word of mouth on steroids era. Every customer has a much bigger voice because they are connected to so many more people through technology. So we are now in 1 business: customer service. Word of mouth converts 89% in the “real world.”
