Convergence Conversation

I already posted about the APDC conference panel I spoke at in Lisbon last week. Meanwhile, a telecom related video has been pointed out to me which illustrates perhaps even better the power that consumers can have these days when they get their act together:

I'm told that the attitude to NZ Telecom after this video spread around like wildfire changed radically. Especially from the government. Couple of lessons in there:

• there is a point beyond which screwing up your customers becomes counter-productive. That point is often not as far out as execs think it is.
• never become so arrogant that you think boasting about screwing up your customers is something you an afford to do.

I was reminded of the newspaper coverage here (in France) and in the US about cable customers physically assaulting service reps when they brought their set top boxes back. When your customer is that angry, you've really got to wonder if you're in the right business...

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