Among the most frustrating parts of bad customer experiences is being unable to reach other customers and alert them to rotten company behavior. This blog is dedicated to giving customers a voice—and a loud voice.

About Dick Lee
In addition to twenty-plus years of consulting experience, customer-centricity and CRM consultant Dick Lee has written several books, authored over a hundred web and print articles and presented workshops worldwide. Dick is a CRMGuru.com Advisory Council panelist and was recently named one of the 20 most influential global figures in CRM.

Early returns for holiday retail sales show Wal-Mart experiencing its worst sales numbers in ten years. That reflects the findings of David Mangen’s and my recent research report, “Customers Say What Companies Don’t Want to Hear,” where survey participants rated Wal-Mart the bottom of the barrel world-wide for customer-satisfying behavior. The day has finally come when customers are reacting to bad service - with their feet.

Wal-Mart’s dismal sales results also point to the folly of attempting to go more upscale with product while staying thoroughly downscale in service, something we covered in our study. Today’s customers perceive product quality as a blend of product features and accompanying service. Offering only one or the other is no longer enough - a fact that Wal-Mart may never learn. 

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