The Great Vista F-Up.
The NY Times has a great piece today about how some of Microsoft's most senior executives experienced the same problems as millions of other XP to Vista upgraders. Slow speeds, non-existent drivers, incapable machines.
Now there are class-action lawsuits.
The NY Times journalist responsible for this piece, Randall Stross asks the following question:
Now that Microsoft faces a certified class action, a judge may be the one who oversees the fix. In the meantime, where does Microsoft go to buy back its lost credibility?
The answer? Have a conversation with the people that use your products. Don't just listen, act. People are beginning to feel force-fed. You've turned us into a bunch of picky eaters. And this blogging, picky eater switched to a Mac because of it. A positive relationship with your customers begins with a good product. It grows with positive experiences. And dies with enough negative ones.
So where does Microsoft go? Back to the drawing board on the product is a start. But then they need to go back to being active listeners.
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Facebook comments:
Not just active listeners, but active users. Are they really? Have they abandoned the use of the products they push. Its like the president or anyone in a position that has removed them from common daily acts. The president pushes us all to buy but the few times he goes out as a shopper for a photo moment its obvious he hasn’t purchased anything in years. To urge people to do what you ask or want them to do you must do the same. Otherwise your perspective on how the real world works is a fantasy. Or is it that they just don’t care.