Lenovian bloggers raise the bar.
Published by Esteban Glas on March 9th, 2007 | This post lacks all category except for: Blogs, Lenovo
Fellow Lenovites (or lenovians, or lenovers [derived from "IBMers"]) Mark and Tim have posted two great articles, somewhat related with each other, and worth reading. I’ll get into my thoughts on those posts a little bit later.
I had wanted to blog for quite some time, but I kept dodging the bullet for one reason or the other. That was true up until Jim directly encouraged me and David inspired me. I had been somewhat prolific writing stuff around, such as Terragen and Photoshop tutorials, reviews for stuff and some short stories as well as two barely started “novels”. Thus I dived deep into blogging, and have tried to post at least daily.
I’ve gladly witnessed how all unofficial lenovo blogs evolve, and I eagerly await for new posts of this guys. I’ve committed into some dialogs with Mark (I still owe you an answer to “the question”) and Jim, and replied to some posts seen on Krista’s, Midori’s and other blogs. Let me say, it’s been hard to try and keep up to the level and depth you impose.
Back to Mark and Tim now.
Mark has been pro actively chasing not-so-happy customers around for some time. Due to google alerts and some other automated searches I have going on I was able to see his works and watch how things worked out. Navigating on uncharted waters, it must of been hard to kick start this initiative, and I think the proactive support has evolved a lot since it’s first days. Just recently Churbuck posted about the positive impact the approach has had. Praise goes to you guys, and it’s well deserved.
Now in his latest post, Mark raises the bar, and points in the right direction describing an idyllic web-based company – customer relationship we should all read. His idea of an absolutely transparent company is one of those ideas that seem just so natural that they make you wonder why didn’t anyone think about it before. Mark, I’m going to chase you until you deepen your thoughts on that. And I sure hope someone is listening to you out there.
Tim distresses about price versus performance. It is a never ending story, as a company you are pushed to lower your prices to stay competitive, but you come to a point where you face a tough decision, since you might detriment your product / service quality for cutting too much. Sometimes it might be hard for customers to balance price vs. performance since economy is always immediate, and purchasing has a lot to do with compulsion. In the long run better performance always pays off. Both for the customer and the seller.
For the time being that’s my two cents on a couple of great posts, now I’m back to watch my feeds looking for inspiration.
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[...] The beauty of how well this works, is that it means different things to different people. My original course of thought was for how to advance some of the changes brought about by social media, and to create more objectivity in terms of online content through utter transparency. Esteban interpreted my post as a way for companies and consumers to more holistically adopt the web as an overall medium with which to engage in commerce. Pause to reflect on that for a moment, and consider the role the web has had in business since the early 90’s. Initially, just having a web presence was an objective in and of itself, then having products online in an electronic brochure was an advancement to harness the web for marketing – brand / product awareness and consideration. Commerce was the next step, along with product support in terms of downloadable materials and technical tips. In the case of media, audio, video, written content, the web has become not only the advertising and commerce medium, but also the distribution channel as well. Accessory technologies for streaming audio, video, and interactive chat have enhanced the experience around each of these basic functions, but they remain as just ‘front ends’ to existing business processes and mechanisms within companies behind the scenes. A company’s core functions still operate upon a myriad of different systems, and getting on “the glass” is just one more layer of technology and process. I think Esteban is proposing a complete immersion, a fusion in which those backend systems are phased out and the entire business, from suppliers all the way to the customer is executed on the web. Not just published to the web, but on the web. The apps are all web based. [...]