In case you missed it, Larry Downes wrote a Forbes article in January titled, “Why Best Buy Is Going Out of Business…Gradually.” He caused quite a stir.
Generally, I consider myself an optimist. A "glass is half full"
kind of person. I presume the best intentions of people, leaders
and organizations. Yet in fast succession this week, a few things
happened that have me falling into the bottom half of the glass.
It’s fun to write about organizations that use strong customer
experience to win a financial payoff (Starbucks, Southwest
Airlines, Zappos), yet there are lessons to be learned by taking a
look at those who are struggling.
Apple is a company long renowned for its customer experience, and
for inventing products that fill needs customer didn't even realize
they had. Customers have rewarded Jobs and his crew for this. As an
example, did you notice that the company sold 3 million iPads in 80
days? Unlike many CEO's, Jobs had the pleasure of gushing a bit
about second quarter financial peformance recently: “We’re
thrilled to report our best non-holiday quarter ever, with revenues
up 49 percent and profits up 90 percent,” said Steve Jobs,
Apple’s CEO. “We’ve launched our revolutionary new iPad and
users are loving it, and we have several more extraordinary
products in the pipeline for this year.”
Now that BP's "Top Kill" effort has failed to stop the oil leak in
the Gulf of Mexico, I wonder if they'll take the advice offered up
by Andy at the Borowitz Report -- and try plugging the leak with BP
Scene: my office, 2pm today. The phone rings. Them: "This is
Tracy from AAA Imports. You recently had your Mercedes in for
service, and I'm calling to ask how everything went for you."
I caught this new GM commercial last night. Early in the spot I
felt myself falling (as I’m sure GM hoped I would) for the
tense-yet-exhilarating-and-optimistic mood conveyed by baseball and
rally caps. Then my ears really perked up when I heard the