Do Customers Matter?
© Copyright Frank D. Kanu 2000-2008
This past week was an interesting week for companies that depend on an online community. First there was digg.com that learned the importance of listening to customers:
Vincent Wright posted an open letter to LinkedIn:
And Ecademy struggles to explain to their members what happened with their Google rankings:
Two things are clear in all those cases:
And that is true for all online communities: Once the membership starts to distrust what the business is doing the business is in jeopardy.
Interestingly enough—none of the business named went ahead and had a leader stepping up to talk with the community. Is that disappointing or what?
Technorati (All Links are external): censorship customer base digg digital rights management dismayed distrust doing the business ecademy evangelists google intensely jeopardy linkedin match networking platforms old version online communities renown revolt vincent wright business leadership
This past week was an interesting week for companies that depend on an online community. First there was digg.com that learned the importance of listening to customers:
Vincent Wright posted an open letter to LinkedIn:
And Ecademy struggles to explain to their members what happened with their Google rankings:
Two things are clear in all those cases:
- The businesses showed that they have an agenda that does not match what their customer base is looking for.
Maybe they have the wrong customers—but then the question is: Why would they take them as customers in the first place? - Businesses underestimate the power online communities have.
Take the case of digg: The censorship of the stories has reverted, but the damage is done.
And that is true for all online communities: Once the membership starts to distrust what the business is doing the business is in jeopardy.
Interestingly enough—none of the business named went ahead and had a leader stepping up to talk with the community. Is that disappointing or what?
How important are your customers and their wishes?
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censorship customer base digg digital rights management dismayed distrust doing the business ecademy evangelists google intensely jeopardy linkedin match networking platforms old version online communities renown revolt vincent wrightTechnorati (All Links are external): censorship customer base digg digital rights management dismayed distrust doing the business ecademy evangelists google intensely jeopardy linkedin match networking platforms old version online communities renown revolt vincent wright business leadership
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