A couple of choice tidbits from Mark Goldberg.Â
Cellular phones (and presumably cellular phone services) were number 9 on the top 10 list of Consumer Complaints and Inquiries for 2005. Cellular phone providers were in fine company, vying for the number one spot with bill collectors, fitness clubs, credit agencies, and car salesman.Â
And, in Donuts Define Us, Mark defends calling Canadians a nation of donut-eaters. Me personally? I am a doughnut eater… large coffee with milk, and an old-fashioned, to go.
Alec Saunders is the Vice President of Developer Relations for BlackBerry make Research in Motion. This is his personal blog, with his personal viewpoints. Prior to this Alec was the CEO and co-founder of Calliflower — the easiest way to hold a meeting, online, on a conference call, or on the go. A double-decade veteran of product management and marketing, he spent nine years at Microsoft where he helped launch Windows 95, the first two versions of Internet Explorer, the Universal Plug and Play initiative, the push into home markets, opt-in email marketing and what might well go down in history as the very first direct email list ever.
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Just catching up on a long list of reading and this one resonated with me. It seems to me that it’s actually a great thing to have people complaining. Most people are quite passive by nature. Getting online or going through a 1-800 menu can be a real pain in the arse. So if someone has gone to all that trouble it means that they actually care about the product you a delivering to them.
Personally I only complain when something is really important to me.
If you’re a savvy company you love this because it means a “real” person is going to give you passionate feedback about your product. So rejoice and dream of providing a product that people will someday complain about. If you can turn these people around they’ll bring you 50 new customers each. It really doesn’t get better than a whinger