[thelist] RE: removing claret from IE (Here's how to do it)

[martin.p.burns at uk.pwcglobal.com]

Memo from Martin P Burns of PricewaterhouseCoopers

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Can't find the citation just now, but the key message is that
while unhappy customers are very likely to tell quite a few people,
happy customers tend to keep it more to themselves (will tell on
average 3 people from memory).

Viral anti-marketing is *much* more significant than the postive stuff
we're used to hearing about. Tell all your friends.

<tip type="cliches are for cartoonists">
It's really easy to assume that Dilbert is representative - that all
managers are idiots, all HR people are evil, all marketeers are
drunks and all non-technical terminology is confusing doubletalk.

Of course, it's not true - Dilbert has a germ of truth in it, but it's
not at all representative because it's a stereotyped cliche.
The worst isolated examples are brought together. And that's
why it's funny because it's taken to the extreme.

Here's a good example. From Dilbert, it's easy to assume that
all mission statements are tortuous yet vapid collections of
non-sequitours put together at great expense by senior management
who have no idea of the real challenges facing a business.

Yet it needn't be so. Fuji's mission statement when they entered
the UK was 2 words: "Screw Kodak". Which is the perfect mission
for any company who is second in a market. Burger King could
use a similar mission statement. So could Pepsi. So could
Macromedia (although it's a bit closer there and varies from product
to product).

My question is - now that Microsoft have almost achieved their
mission ("A computer on every desktop"), what now? I think
they're now working towards "A Microsoft license in every piece
of electronics".
</tip>

Cheers
Martin




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Subject:  Re: [thelist] RE: removing claret from IE (Here's how to do it)


On Sun, 2001-11-25 at 16:53, martin.p.burns at uk.pwcglobal.com wrote:

[snip]

> And given that a dissatisfied person complains to (on average)
> 11 other people,


Got any more info on this Martin?

Seems like an interesting factoid to be able to present to clients when
matters of usability and accessibilty crop up.

G.

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