IBM's anti-control freak

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Customer Confidence

Linda Sanford;

just read your interview on ZD Net, not the book. I noticed your focus seems to be on company infrastructure, but I take issue, perhaps your book actually answers my concerns, but here, (IMHO), is the key issue for IBM and all companies following your lead.

End-users, customers must have confidence in the brand. Warrantee accountability, support, and advocacy for the customer equal quality in the consumers eyes.

In the computer industry, customers don't care who manufactured what where. Customers care about quality and support for the product they bought. Is the support in a language that is spoken coherently? Will the company (the brand), respect me after the purchase?

In the home appliance and handyman tools industries, I buy Kenmore and Craftsman, not because they are always the best, but because Sears supports their branded products for many years after the sale. Resale of these brands remains high for for years because of the reputation of the brand.

Customers also care about serviceability, durability and bang for the buck. Will spare parts , replacement parts or an economical uupgrade path be available in 5 or 10 years? At what price? Customer Confidence seems, (IMHO), key to the success of your philosophy for IBM.

Open Standards is also key to modern consumer decisions. While I may not personally fit the common consumer profile, ultimatly, I want to save money, want my cake and eat it too. I built my present PC in 1993. Upgrading the component sub-systems over the years, WHEN IT SUITED ME. I own a 1968 GMC pickup truck that is fully functional and safe because parts are still available and it is SERVICEABLE.

Thank you for this opportunity to vent against modern, but wasteful and expensive consumerism.

Posted by: SiMahDan   Posted on: 02/14/06 You are currently: a Guest | Members login | Terms of Use

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