Prologue – Customer CEO: How to Profit from the Power of Your Customers


An open letter to company executives everywhere:

I have been your customer for a long time, and I want you to listen to me.

You’ve taken me for granted as you’ve happily taken my money. You don’t care to understand what I need to make my hectic life just a little bit better. Your products are a shadow of what they used to be, with shoddy workmanship. Your customer service is outsourced or nonexistent. You expect me to be loyal to you but you will cancel my account in a flash and later explain it was all in the fine print.

In the unlikely event you ask my opinion, you always ignore it. You continue to interrupt me with your inane ads and ridiculous offers. The only choices you really offer me anymore are lame, bad, and worse. Your values, which I once respected, have become suspect and focused on the wrong things. I’ve seen how you mistreat your employees, too. It seems like you now put profits over people. I don’t really trust you anymore because I have become just another number you think you can spin and manipulate with your corporate speak. I am a pretty piece of data on your journey to oblivion. You don’t know me, respect me, or need me.

I have given you chance after chance to listen to me and fix these things. But you don’t really care. Thankfully, I have plenty of other choices of where to spend my hard-earned money. In case you hadn’t noticed, there are upstart companies stepping forward to take your place every day.

And now I have a really big soapbox called the Internet. In just a few seconds thousands of like-minded people will hear me say so long, farewell, and hasta la vista, baby. I am your Customer CEO and I don’t need you anymore.

The Customer CEO