My apologies. I put words into his mouth that I shouldn't have, and without meaning to.
I can only plead distraction - we laid off 17 people yesterday. It's been a rough couple of days. I'll continue this conversation this weekend, when I have a bit more time. Kurt On Tue, Apr 22, 2014 at 8:19 AM, Andrew S. Baker <[email protected]> wrote: > *>>As MBS has pointed out, those who have monopoly grants from the > government often prosper without customer service.* > > Is that that MBS pointed out? Or are you just willing to extrapolate all > that in order to support your otherwise unsubstantiated argument? > > Does Google have a monopoly grant from the government? Do they have good > (or even comparable) customer service to Apple in the area of mobile > computing? > > Just for the record Kurt, you are entitled to have your own views, as is > everyone one else here. The issue -- especially in a technology forum full > of technologists -- is that we have, for some foolish reason, gotten it > into our heads that people who present a position will not only be able to > support that position logically, but will consider it their duty to do > so. > > > > > > > > > *ASB **http://XeeMe.com/AndrewBaker* <http://xeeme.com/AndrewBaker> > *Providing Virtual CIO Services (IT Operations & Information Security) for > the SMB market…* > > > > > On Mon, Apr 21, 2014 at 11:48 PM, Kurt Buff <[email protected]> wrote: > >> No, not all category leaders are good at customer service. As MBS has >> pointed out, those who have monopoly grants from the government often >> prosper without customer service. Those who offer retail Internet >> connectivity (often WISPs), have customer service as a differentiator - >> sometimes it's their only differentiator, because they're shut out by law >> from string cable/fiber, and can only occupy a small niche, usually well >> outside of a metropolitan market. >> >> As well, I'm fairly sure not all companies with good customer service are >> category leaders, though I think that's more often true in smaller markets >> - but if I were to run across such a company, I'd probably prefer to buy >> their stock, and would definitely give them my custom. >> >> However, in most free(ish) markets, category leaders are often, though >> not always, very good at customer service. It probably depends a lot on the >> market in question. >> >> Take groceries, for example. My wife and I don't shop at the large >> corporate chain stores that are local to me (Albertsons, QFC, Safeway, >> etc.). We shop at a smaller locally owned store, where they have very good >> service, and a really good selection - not just the basics, but nice stuff >> that it's hard to find at the large chains that focus on the lowest price >> at the cost of service and selection. Their prices where I shop are usually >> within a percent of the large stores. For me (and obviously a fair number >> of other people, as the store is doing well), customer service wins. >> >> Kurt >> >> >> On Mon, Apr 21, 2014 at 3:20 PM, Andrew S. Baker <[email protected]>wrote: >> >>> So, only the category leaders (and those vying to be category leaders) >>> offer customer service? >>> >>> Are there any category leaders that *don't* offer customer service (or >>> anything approaching real customer service), while others in their category >>> do? >>> >>> >>> >>> >>> >>> >>> *ASB * >>> *http://XeeMe.com/AndrewBaker* <http://xeeme.com/AndrewBaker> >>> *Providing Virtual CIO Services (IT Operations & Information Security) >>> for the SMB market…* >>> >>> >>> >>> >>> On Mon, Apr 21, 2014 at 10:07 AM, Kurt Buff <[email protected]> wrote: >>> >>>> On Mon, Apr 21, 2014 at 5:56 AM, Steven M. Caesare < >>>> [email protected]> wrote: >>>> >> Re: Companies' incentives: That's not universally true. I refer you >>>> to companies that have as at least some of their core operating principles >>>> the ideas of customer service - >>>> > >>>> > That's an ends to a means. That customer service exists to promote >>>> goodwill with regard to the customer buying products the sell, >>>> > >>>> > The litmus test for these: >>>> > >>>> > Cold the company conceivably exist by eliminating the "extra mile" >>>> customer service? Yes. Could they existin by eliminating product sales? No. >>>> >>>> Hrm. I don't think that's the right yardstick. I believe the question >>>> should be: Would these companies be category leaders if they didn't >>>> have such good customer service? And I believe the answer is no. >>>> >>>> Kurt >>>> >>>> >>>> >>> >> >
