Anti copying software...
or anti customer software?
As you probably have heard by now that Sony BMG added a rootkit to their CD's that makes the users computer vulnerable to attack.
While the existence of such monitoring did not surprise me, what did was a comment by Thomas Hesse, Sony BMG's president of global digital business division. He said during a interview with NPR the rootkit was no big deal - "Most people, I think, don't event know what a rootkit is, so why should they care about it?"
This reminds me of the old adage that what you don't know can't hurt you. I wonder where in the world Mr. Hesse has been, because his statement could not be further from the truth. The Sony BMG experience now contains an element of distrust (a poison pill for customer loyalty). In addition, his callous statement shows how they really feel about their customers and the reality of the new business world BMG faces. They are still living in the days of the past.
I often use the music industry example to demonstrate how poor customer experiences invite competitors from other industries to create products and services that make you irrelevant. Apple, the iPod, and iTunes did just that to the entire music industry and its distribution system.
Many lessons to learn about customer experience from a species on the verge of extinction...
As you probably have heard by now that Sony BMG added a rootkit to their CD's that makes the users computer vulnerable to attack.
While the existence of such monitoring did not surprise me, what did was a comment by Thomas Hesse, Sony BMG's president of global digital business division. He said during a interview with NPR the rootkit was no big deal - "Most people, I think, don't event know what a rootkit is, so why should they care about it?"
This reminds me of the old adage that what you don't know can't hurt you. I wonder where in the world Mr. Hesse has been, because his statement could not be further from the truth. The Sony BMG experience now contains an element of distrust (a poison pill for customer loyalty). In addition, his callous statement shows how they really feel about their customers and the reality of the new business world BMG faces. They are still living in the days of the past.
I often use the music industry example to demonstrate how poor customer experiences invite competitors from other industries to create products and services that make you irrelevant. Apple, the iPod, and iTunes did just that to the entire music industry and its distribution system.
Many lessons to learn about customer experience from a species on the verge of extinction...
