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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