Tuning Out the Customer
With their defensive posture on digital piracy, media companies are damaging their long-term interests.
Something has gone terribly wrong in the relationship between media companies and their customers...
...Says Jerry Michalski, long one of the smartest analysts of the digital age and now a consultant on customer relationships: "Because media companies see intellectual property as their only asset, they're willing to risk totally alienating their entire customer base in order to protect that asset." He says that instead the companies should learn to view their the customers themselves as the asset and figure out ways to partner with them, or treat them as what he calls "co-participants, rather than an inert audience that merely consumes media"...more [Fortune.com]
This is an excellent article that I found thanks to Doc. THis is a strange war in which an industry has declared against it's own customers. The Big Media has been clueless to date, and has chosen to have a one direction conversation with their customers that says "we do not trust you, we only want to use you." THey better wake up soon, or they will join the buggy whip makers...mj
12:54:55 PM 
|
|
