Its always dangerous to make predictions, especially with Google, which tends to (1) garner an inordinate amount of breathless coverage for its every initiative and (2) reveal its true plans slowly while it plays for the long, long, term. But I’ve been thinking about, reading about and messing about with Google+ quite a bit since getting my invitation a little over a week ago, and based on my observations so far, I am willing to venture that this one is going to be a biggie. Here’s a baker’s dozen reasons why:
Archives for September 2011
Ham Lord, Anita Brearton and I gave a talk tonight at Mass Challenge on the top 20 dos and don’ts when dealing with angel groups. I promised I would share the list, so here it is (video is below if you want to see the discussion unfold):
It is by now fairly well known that Netflix had a little bit of a boo-boo recently in switching its pricing plans to force people to pay separately for physical DVDs and streaming. Customers left the service in droves. They tried to distract/counteract with an announcement about launching in Latin America, but to no avail. More customers left than expected, they had to revise their guidance downward and they took a beating on NASDAQ.
Now, I like Netflix very much, and I don’t want to pick on them unfairly – according to their records, I have been a loyal customer since May of 2000, which is a lot of years for those keeping score at home. But we cannot pass up this chance to purse our lips, grab our chins and shake our heads sagely. Lest this excellent case study go to waste, let’s ponder what we can learn from this. Three primary lessons leap to mind:
Grocery giant Tesco has launched a mind-boggling new experiment in South Korea. Ranked at Number 2 in the country’s market, Tesco had fewer stores than its number one competitor, EMart. Yet it wanted to move into number 1 without adding any stores. The solution they came up with was nothing short of brilliant, but it wasn’t just a lucky guess; it came from thorough and thoughtful study of the customer.