I was just “googling” for a local restaurant and this particular restaurant has some very poor reviews left on Google by the last couple of customers who were willing to leave a message . It interests me to think how I have no connection to these individuals who have left the comment, for example they are not friends leaving a recommendation or review. These are perfect strangers who have influenced my decision about booking this restaurant.

It was not that long ago that we were still communicating across country by telegram and methods of communication that took days to deliver in some cases. The threat of a customer when experiencing bad service is that they would “tell everybody” was not something that could make or break a business as it does today.

A bad customer experience today can be told to millions, and heard by a countless number of perfect strangers. It is an interesting thought to realize the power and influence that we have as consumers to drive change in products and services. But on the other hand, the importance of providing a great customer experience to anyone and everyone.