Archive for January, 2010
The Three Laws of Customer Centricity (Beta)
1. A company may not wilfully and knowingly harm the interests of a customer/partner/stakeholder or, through inaction, allow a customer/partner/stakeholder’s interests to come to harm.
2. A company must, to the best of its efforts and resources, service the customers and put them at the centre of every business decision, except where providing such services would conflict with the First Law or Third Law.
3. A company must protect its own long-term interests and existence as long as such protection does not conflict with the First or Second Law.
The above was an idea I derived from the famous Three Laws of Robotics, a set of three rules written by SF author Isaac Asimov (1920-1992), which almost all positronic robots appearing in his fiction must obey.
I was thinking of coming up with a “Three Laws of Customer Centricity” adaption, but I think the model still needs some tweaking here and there. Any ideas?
Recently Alexander van Elsas posted his thoughts regarding Google’s Android flagship, the Nexus One. In short, his closing statement summerizes his stance:
“The Nexus One isn’t just a worthy rival of the iPhone. It’s a landmark that will shake up the entire mobile industry.”
I humbly dissagree.
Now I’ve always read Alexanders’ musings with great interest, but this post triggered me to add my thoughts in the comments section. For some context, you can read his full post, all comments made and his response over at his blog, I’ve cross-posted mine below:
“With regards to the Android Platform making a dent in Apple’s and RIM (BlackBerry) domination of the smart phone market; first of all each system shall attract its own audience of course.
Three points I’d like to raise:
- Apple’s Mac OS has a (reputation for having a) superior User Experience and system stability because of Apple’s rigorous Quality Control combined with the fact that they have full control over the production of the hardware as well as the OS itself.
Compare this to the fragmented windows platform (Though windows 7 admittedly comes a long way in addressing many of its legacy irks).
- For over 12 years I‘ve been hearing about the promise of Mobile devices with regards to downloadable applications, games and mobile internet access… Twelve years. Each year the promise fell flat on its face.
The main reasons: multiple standards for programming apps, multiple platforms, specs, models, no flatfee datarates, lack of mobile broadband like networks (GPRS/UMTS/HSDPA) and walled gardens with a premium price fixture tied to applications and use of closed mobile WAP internet, carriers using different labels for what is in essence the same comparable service (iMode, Vodafone Live, T-zones et cetera) …
Now the iPhone is the closest in realizing this 12 year old vision and one of the main reasons lies in Apple’s QC, and “closed nature”.
Developers develop one app for one platform with one specification sheet and they’re all set. Distribution? Centralized and optimized UX by way of iTunes (a familiar concept and a trusted format!).
Consumers finally get what they see: a plug-and-play device with a flat-fee data rate so they don’t have to worry about “THAT” phone bill at the end of the month, and can download apps and browse the web to their hearts content. And of course there’s the Apple / iPod brand attached.
Because of the above, in combination with Nintendo’s Wii and DS paving the way for casual gaming as a serious branch within the Gaming industry, we can now say that the iPhone (platform) is actually becoming a serious contender in the Gaming space as well.
After more than 12 years mobile is now finally starting to realize its potential and this is largely due to Apple entering this market while staying true to their strategic approach w.r.t. Product Development and distribution.
- The PC as a gaming platform has been suffering from the same problems as opposed to the console market which has been growing from strength to strength for over 20 years now. Why? Unified approach and stringent Quality Control (Mind you, Nintendo singlehandedly revived the Games market at the end of the 80’ies by adapting the same approach towards developers as Apple does today with its iPhone. They dropped it after Sony stole their crown 10 years later, but today’s Game Industry wouldn’t be the largest in the Entertainment sector today if it weren’t for that Quality Control and that same walled garden approach). Starting to see the analogy here?
Android OS is a fragmented platform and actually has more in common with Nokia’s Symbian platform (though they have gone open as well). Also we’ve seen Google has met considerable trouble with Customer Service upon launching the Nexus One. Last but not least a multichannel approach is not something executed with success so easily, not even when your name is Google…”
Dive into the discussion here: The one thing that Google Nexus One has over the iPhone1 comment