Your mistake is fundamental and clear. You are making your company's growing pains into your customers' problem.
Peter
PS - attempting to be humble about not communicating clearly when it's blindingly obvious that people are angry about the price hikes is not helping your credibility.
It's a perfect example of how hubris is a *really bad idea* in an age of instant information transfer.
And to show such arrogance toward customers who expect non-material things to be very cheap (if not free), well, that just makes the whole performance even more cringeworthy.
2 comments:
It's a perfect example of how hubris is a *really bad idea* in an age of instant information transfer.
And to show such arrogance toward customers who expect non-material things to be very cheap (if not free), well, that just makes the whole performance even more cringeworthy.
-Margaret
Interesting that they (sort of) backed off, at least not splitting off the DVD service (that made no sense to me).
You are so right though - arrogance and hubris. Large, successful companies that avoid that phase are rare indeed. :)
Peter
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