Satisfied customers tell three friends…angry customers tell 3,000.

The title of the book by Pete Blackshaw captured my attention and I wondered: Is this true for churches as well?

Blackshaw’s work documents how the balance of power for today’s businesses has shifted – the consumer is now in control. In the world of Consumer Generated Media (CGM) via Instagram, blogs, YouTube, social networking sites, etc. a single disgruntled customer can broadcast his opinion to millions and derail a company or undermine a global brand. Companies can’t ignore CGM, and have nowhere to hide. According to Blackshaw, the only response is creating 100 percent credibility by establishing:

• Trust
• Authenticity
• Transparency
• Active Listening
• Responsiveness
• Positive Affirmation

I know this is a business book, but the more I get into it, the more I find application for churches. Here are a few questions I have:

• Are churches impacted by consumer-to-consumer communication?
• Do churches have reason to be concerned about what people are “saying” about them?
• How can churches find out if CGM is going on?
• How can churches make positive use of CGM?

What do you think? What can you add to the conversation?