Why do so many companies keep slapping their customers in the face and expect them to stick around? Remember the good old days, when an update or an upgrade was good news? It solved problems. Today, updates often create new problems in their wake. Today, updates are two steps forward and one step back. Updates and upgrades used to be welcome news. They used to build a company’s brand. Today, however, they often negatively impact the usability of products and services — and that hurts the brand.
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Are You There Corporation? It's Me, Customer
Posted by: Jeff Kagan July 17, 2014 06:19 AMWhy do so many companies keep slapping their customers in the face and expect them to stick around? Remember the good old days, when an update or an upgrade was good news? It solved problems. Today, updates often create new problems in their wake. Today, updates are two steps forward and one step back. Updates and upgrades used to be welcome news. They used to build a company’s brand. Today, however, they often negatively impact the usability of products and services — and that hurts the brand.