Buying Dangerously: Buying Dangerously - Blogs don't seem to fix much

Firm Success & Failure

Fred Reichheld: The Ultimate Question
Reichheld is THE expert on Loyalty. In this third book he gives a blistering indictment of the kind of corporate behavior that leads to what we experience as buying dangerously. Read chapter one and cheer. Read the rest to find out what his somewhat simplistic, but challenging solution is. (****)
Al Ries & Laura Ries: The Fall of Advertising and the Rise of PR
"Advertising has no credibility - it's the self-serving voice of a company eager to make a sale." But PR, they say, is much better.... (****)
Paul Ormerod: Why Most Things Fail
Ormerod is an economist with serious credentials who has become a leader in the growing mob of non-conventional economists. In this book he presents "The Iron Law of Failure" (according to the cover - actually this is hard to find - its not in the contents nor index, its on p. 222) and applies it to business and governments. From the cover: ".. he also makes it clear how desirable social and economic outcomes may be achieved when individuals, companies and governments adapt in response to the actual behavior and requirements of their customers and constituents." (*****)

When I first started this blog, it was because most days I had the feeling that some purchase decision I had made was now showing up as a pain in the ass for me, and that I needed to express my anger and frustration but more so, to see if there was a way to gather others to rise up and challenge this treatment of customers. The intention was to focus on the problems but look for solutions.

Blogs are not a very good source of solutions, I have decided. They are a great source of complaints that would not have been heard in such a public place and there is a real value in that.

And the problems have not subsided:
Just today I have problems with Directv, Comcast and Sprint (although I have come to expect cooperation from Sprint, which certainly wasn't the case a year ago. ) I also have complaints against the WSJ who delivered a soaking wet paper to me a couple of days ago on a day when rain had been forecast and indeed, came. The supplier of a prescription drug program insists I was in the Gold program when I was in the Silver program and after three hours of calls, refuse to fix the problem that had been acknowledged in previous calls. And a promised call from a manager never came. Endless pain from companies where I am a customer and treated poorly. This is especially frustrating when it is their mistake I am trying to fix. This is Buying Dangerously and it still thrives.

But blogging doesnt solve the problem. There are other more powerful approaches that I will pursue.

Many things which companies do simply don't work. Much of the time it's not because there are not people really trying, and it must be frustrating to them too. Something is broken and 'its the system' (really!). We really need to look at the system in place where half of what companies do for their customers actually drive them away.

Thats what we will do. Meanwhile, check our www.techtel.com site.

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