Comment by scrubs
3 days ago
Their response attitude reminds me of basil from fawlty towers (paraphrasing):
I'm trying to run a business here. I can't get things done with you stupid customers bugging with me problems all the time. Go find something to do.
In the 80s and 90s customer satisfaction was important primarily in manufacturing. Today software treats customers like nyc realtors who know they have the balance of power:
that's too damn bad: the price is the price. Take it or i'll sell it to somebody else for wasting my time.
One of my favorite tv shows of all time.
Because free open source software isn’t a business and its users aren’t paying customers.
I don't buy it. Data privacy is a customer concern that isn't going away nor will it be diminished.
Let's get a few things straight:
- I tell the supplier if I am satisfied with their service. They don't tell me.
- I decide if the cost in terms of time or dollars is worth it; they don't tell me nor may they infer I'm too stupid to know better.
- some customers are lazy or don't have a backbone. Suppliers can push them around. Btw - this happens a lot inside corporations where management explicitly or implicitly mandates internal suppliers. In some cases those internal suppliers lost bad because of their arrogance wit. migration to the cloud from on-prem. Ultimately tech+business knew they got a better tradeoffs elsewhere.
- the customer is right is not a straight jacket for suppliers; we are allowed to smartly exclude features we don't think we can compently do or are bad business.
The swarmy arrogance and laziness of the big three re: customer satisfaction cost them about 35% of the auto market in our own backyard to the Japanese they never really got back. Too many corporations are sliding into at times seeing customer feedback as a nuisance at their own peril.
Im a strong customer advocate. Know what your getting; hold the supplier to the line; be in charge of the relationship; never retreat from options.