Contempt for Your Customers Is Bad for Business
Sunday, April 8th, 2007Two online music retailers slash the recording industry in the NY Times:The major labels wanted to kill the single. Instead they killed the album. The association wanted to kill Napster. Instead it killed the compact disc. And today it’s not just record stores that are in trouble, but the labels themselves, now belatedly embracing the Internet revolution without having quite figured out how to make it pay.
At this point, it may be too late to win back disgruntled music lovers no matter what they do. As one music industry lawyer, Ken Hertz, said recently, “The consumer’s conscience, which is all we had left, that’s gone, too.”
It’s tempting for us to gloat. By worrying more about quarterly profits than the bigger picture, by protecting their short-term interests without thinking about how to survive and prosper in the long run, record-industry bigwigs have got what was coming to them. It’s a disaster they brought upon themselves.
The entertainment industry has been dead wrong on nearly every advance and innovation in entertainment technology of the last 25 years. Ironically, when they’ve lost in court, they adapted and prospered (see home video). Now that they’re winning in court, it may well end up killing them off for good.
TheAgitator.com