Linked by Howard Fosdick on Mon 30th Sep 2013 18:26 UTC
In the News So how did Blackberry become a bit player in the smartphone market it invented? Canada's Globe and Mail offers an extensive look in their article Inside the Fall of Blackberry.

According to one insider quoted in the article, the problem wasn't that the staff stopped listening to customers. It was that they never listened to them. The company simply believed that they knew better what their customers needed.

Apple has wildly succeeded by being "out front" of expressed customer needs. But few tech companies hit paydirt when following this hubristic concept. Just look at the "innovative" user interfaces customers haven't asked for and have resisted over the past few years.
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RE[2]: Hubris or Risk Taking?
by siraf72 on Tue 1st Oct 2013 17:58 UTC in reply to "RE: Hubris or Risk Taking?"
siraf72
Member since:
2006-02-22

Howard has it wrong. Blackberry wasn't avant garde like Apple, it was apr├Ęs garde: behind the rest.

Blackberry insisted that the products they already had given to the consumers ( long battery life, good physical keyboard, low mobile data usage) were better than the ones the consumers wanted. Apple insists that the products it will give consumers ( touchscreen phone with good browser) are better than what they want ( an ipod with a clickwheel phone dialer).


Agreed. on a related note, I recall a BBC report in which they mentioned market research conducted by Ericsson (pre iPhone) that showed that customers didn't care for larger screens and considered battery life to be very important. ... so much for market research.

Reply Parent Score: 2

JAlexoid Member since:
2009-05-19

Listening to customers is a very bad thing. People don't know what they want, they do know what they need.

Generally the masses are unimaginative, lazy and dumb.

Reply Parent Score: 2