Comments on: Does Google owe me anything? http://www.hooversbiz.com/2007/11/07/does-google-owe-me-anything/ Individuals - Companies - Industries: How We Work Now. Wed, 28 Jul 2010 23:09:19 +0000 hourly 1 http://wordpress.org/?v=3.0 By: rsomers http://www.hooversbiz.com/2007/11/07/does-google-owe-me-anything/comment-page-1/#comment-1045 rsomers Fri, 09 Nov 2007 15:07:49 +0000 http://www.hooversbiz.com/2007/11/07/does-google-owe-me-anything/#comment-1045 If they want to keep you as a customer, they owe you slightly more than the value offered by the closest competitor less the cost of switching. Simple as that. If they want to keep you as a customer, they owe you slightly more than the value offered by the closest competitor less the cost of switching. Simple as that.

]]> By: Chris http://www.hooversbiz.com/2007/11/07/does-google-owe-me-anything/comment-page-1/#comment-1018 Chris Wed, 07 Nov 2007 22:57:32 +0000 http://www.hooversbiz.com/2007/11/07/does-google-owe-me-anything/#comment-1018 They really DO owe you something. I love being contrarian (re dblwyo's comment). Well, I'm not really being contrarian, unfortunately, because it seems dblwyo is, ultimately, saying they owe you something, as well. They do and they don't. By all rights, they don't, for the reasons you, Tim, and dblwyo cite. But in a free marketplace, they most definitely do, because if they don't give you what you want, someone WILL come along who will. They can get away with it for a while, but not forever. Hubris will kick your hiney. A sophmore college student who tosses up a free mail client in his spare time for your use doesn't owe you anything. You get what you pay for. It's sorta like being Spider-Man: with great power comes great responsibility. Yeah...they owe you something if they want to keep your business. They really DO owe you something. I love being contrarian (re dblwyo’s comment). Well, I’m not really being contrarian, unfortunately, because it seems dblwyo is, ultimately, saying they owe you something, as well.

They do and they don’t. By all rights, they don’t, for the reasons you, Tim, and dblwyo cite. But in a free marketplace, they most definitely do, because if they don’t give you what you want, someone WILL come along who will. They can get away with it for a while, but not forever. Hubris will kick your hiney.

A sophmore college student who tosses up a free mail client in his spare time for your use doesn’t owe you anything. You get what you pay for.

It’s sorta like being Spider-Man: with great power comes great responsibility. Yeah…they owe you something if they want to keep your business.

]]> By: dblwyo http://www.hooversbiz.com/2007/11/07/does-google-owe-me-anything/comment-page-1/#comment-1016 dblwyo Wed, 07 Nov 2007 22:01:45 +0000 http://www.hooversbiz.com/2007/11/07/does-google-owe-me-anything/#comment-1016 They really don't owe you anything but would you have made this post if your level of trust was a high as it was a while back ? That's a critical question. What or who Google really owes is themselves. Their platform is a priceless customer feedback mechanism that offers a chance to build a constant feedback loop to trigger continuous innovation. Very difficult but extraordinarily valuable. Dell headed down it's current rabbit hole several years ago when it started treating customer service as a cost to control rather than an investment and appreciating soft asset to develop. Recall that their original value prop and business model was a new mfg/distrib paradigm targeted at corporations who needed to have quick, skilled and reliable service & support. Google's a great company but it's arrogance and internal agendii are beginning to cause it to put it's own s.t. interests ahead of customer value. See this thread on Bob Sutton's blog where the issue of arrogance got a workout: http://tinyurl.com/2a6jd7 They really don’t owe you anything but would you have made this post if your level of trust was a high as it was a while back ? That’s a critical question.
What or who Google really owes is themselves. Their platform is a priceless customer feedback mechanism that offers a chance to build a constant feedback loop to trigger continuous innovation. Very difficult but extraordinarily valuable.
Dell headed down it’s current rabbit hole several years ago when it started treating customer service as a cost to control rather than an investment and appreciating soft asset to develop. Recall that their original value prop and business model was a new mfg/distrib paradigm targeted at corporations who needed to have quick, skilled and reliable service & support.
Google’s a great company but it’s arrogance and internal agendii are beginning to cause it to put it’s own s.t. interests ahead of customer value.
See this thread on Bob Sutton’s blog where the issue of arrogance got a workout:
http://tinyurl.com/2a6jd7

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