With all this talk about networked media in the past few weeks in this class and my marketing class, I decided to do a bit of a personal experiment. After grocery shopping at Hy-vee, I noticed while bringing in my groceries that my milk had leaked all over my trunk. Upon go inside and checking my receipt, I also noticed that the cashier had also charged me for the wrong kind of grapes (not the sale one that I bought), meaning my grapes cost me a whopping $7.
After discovering this, I tweeted a relatively harmless post showing my disappointment:
"Just went to @hyvee. They charged me for green grapes instead of red and the top of my milk fell off in my trunk. #fail :("
Within six minutes, I had this response for Hyvee's twitter account:
"Could you please tell me which location this happened? Thank you!"
I tweeted back the location and a couple days later received this tweet:
"I have spoken with the store director. Please email us for details. Thank you!"
After emailing them, I received an email from the store director apologizing for my negative experience and offering a refund of my grapes and reimbursement to have my trunk cleaned!
What would our world look like if every company were connected to its consumers in this way? Would we be more satisfied shoppers, or would we simply continue to expect more and more from those we do business with? As our world becomes more and more networked and instantaneous, will small businesses that do not have the capacity to keep up with this ever-changing technology be left behind?