Showing posts with label customers. Show all posts
Showing posts with label customers. Show all posts

15 July 2012

DCMS: Who Cares What the Public Thinks?

The UK government's communications review is likely to have a big impact on the digital world. As part of that investigation, the Department for Culture, Media and Sport (DMCS) is organising five seminars to canvas people's views on various aspects of communications. These are:

On Open Enterprise blog.

14 January 2008

Has EMI Finally Heard the Music?

I'm not the biggest fan of private equity companies, but they do have the virtue of being ruthlessly logical: they are not enslaved by history, just by greed. That means they are not frightened of radical thinking or radical solutions if it brings them more of the foldable stuff. Thinking like this:

The record business - in which 85 per cent of artists are lossmaking and EMI pays £25m a year to scrap unsold CDs - "is stuck with a model designed for a world that has changed and gone forever", he says.

His solution is to switch from pushing CDs to pulling consumers towards music in different forms. One element will be focus groups. "People say the music industry is more creative and the customer doesn't know, only the creatives do.

"When you look at which car companies are succeeding it's the ones which work with their customers. Are clothes not creative? Is fashion not creative? Is food not creative? The only real difference is these industries have learnt to work with the customer and not force-feed them," he argues.

So, he seems to get the idea of listening to customers, which is good.

Surprisingly, he says that Radiohead, the band that ditched EMI last year to launch their latest album online, made the right choice. "Radiohead had the right idea. They understand their fans. They realise some of them want the premium box set. I'm one who bought one, and paid the full price. What Radiohead showed the industry was that it isn't one answer for all artists or indeed for every customer."

Which indicates that he also realises what the record business is really about: selling scarce commodities like analogue objects and unique relationships.

11 May 2006

Google Strives for More Openness...

...says the BBC.

And about bloomin' time too: the cognitive dissonance between what the company enables externally - opening up all kinds of conversations, both human- and machine-based - and what the company enforces internally, like clamping down hard on staff who blog, is becoming downright painful.

Indeed, it will be hard to believe that Google really gets it until it starts to practice what millions of its customers already know: that the future belongs to openness.