Subject:
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Re: Fed UP!!!!!!!!
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Newsgroups:
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lugnet.color
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Date:
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Tue, 20 Jul 2004 15:38:50 GMT
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Viewed:
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1662 times
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In lugnet.color, Alfred Speredelozzi wrote:
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Lego may or may not care what we think. At their peril. And since I have
already said my piece, I will add a quote of someone else’s to the fray.
This was not written about lego:
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(Marshall Fields customer stuff snipped)
There is a disconnect here. The AFOL segment is largely disconnected from the
Lego-buying parent segment, even if there’s overlap between the two groups (at
5%, there can only be so much overlap with the other 95%). The Marshall Fields
customer base, on the other hand, doesn’t have a 5% outlier of customers like
Lego does. You can tell all the AFOLs you want about perceived customer
mistreatment on TLCs part - it will only affect AFOLs and a very small margin of
the parents.
(snip)
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That’s the facts and they suck, but that’s life.
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They suck worse for Lego if they think that we do not matter. While I can
accept that AFOLs represent 5% of the market (having been mentioned here and
elsewhere as the rough number) I think they represent quite a bit more when
you are talking about their brand equity. AFOLs are out there pushing the
brand, doing all the cool things that Lego says you can do with thier toys.
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AFOLs are pushing to their own group, preaching to the choir. TLC is doing the
pushing to the parents. There are no ads (outside of email) that are targeted
at AFOLs that I know of. AFOLs might help in pushing to the parents, but TLC
decides when and where they’ll give it their imprimatur.
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(Anyone have any positive reaction to the color change?)
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I think the new grays look good. The old grays look muddy and, well, crappy. I
have old grays that have faded off into yellow or worse. I’ve said that before,
but I guess it doesn’t count as a positive reaction since it’s coming from me.
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Yep, once again, Jake is nice. Not the enemy. I keep saying it, and I’m not
alone, and yet the anti-color movement still is labeled as anti-Jake. In
fact, I can only remember one anti-Jake post, and it was so rude, it was
pretty well shot down by everyone. The problem is, Jake’s role seems to be
more of a conduit when it comes to this issue. I don’t see how he has the
power to fix it, really, or even to realistically suggest the solution.
Maybe he does, and I don’t know (certainly possible, since I don’t work
there!) Someone higher in the Lego heirarchy needs to take notice, and do
some fixing.
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Jake’s role is that of a conduit, it says so right in his job title: Community
Liaison.
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===quote===
(from http://www-106.ibm.com/developerworks/usability/library/us-cranky11.html
by Peter Seebach)
“Once upon a time, I wanted to buy a game. So, I went to the Web site for the
company that sold this game, I browsed their online store, I found something
I wanted, and I clicked the “Add to cart” button.”
“Nothing happened.”
“I tried again. I poked around. It turned out that the page used JavaScript,
and you could not add an item to a cart without it. I wrote the webmaster to
complain. His response was:
‘As this is the only such comment in 2 years of the e-store, and 6 years of
the Web site, I feel safe in assuming that your opinion is not widely held.’
This is a pretty rude response. It’s also an outright lie. I frequent a
newsgroup related to the products sold in that particular store, and the
unusability of the Web site is a regular topic of discussion. I may have been
the only person to bother to write them and complain...but I somehow doubt
it, since my mother reported a similar problem when she tried to order a
game, and spent quite some time asking the store’s support staff to help her.
She eventually gave up; the online store couldn’t be made to work with her
computer.”
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I don’t see how this relates to the color change. TLC did studies on their part
and followed through with it. We’re not party to that process at all.
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===end quote===
The problem is that you, Justin, are falling into a belief that plagues
business these days. They think some of their customers don’t matter. You
think it is something that I have to get over (no, I didn’t really take it as
a personal attack, so no hard feelings), but I think it is the other way
around. It is something Lego has to get over if they are going to survive.
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It’s no secret that companies will put up with a certain amount of disgruntled
customers as long as they’re small enough in number. TLC will probably survive
with or without you, or any of us for that matter.
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Message has 1 Reply:
 | | What 5% ? (was Re: Fed UP!!!!!!!!)
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| (...) That's where you're wrong, Justin. TLC is LOSING money. Alienating up to 5% of their customer base is NOT the way to tip the balance to MAKING money. ***** One thing I would like clarified, that Jake nor anyone at TLC seems to have done - are (...) (20 years ago, 20-Jul-04, to lugnet.color, lugnet.general, lugnet.lego)
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Message is in Reply To:
| | Re: Fed UP!!!!!!!!
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| (...) Lego may or may not care what we think. At their peril. And since I have already said my piece, I will add a quote of someone else's to the fray. This was not written about lego: ===quote=== (from (URL) by Rick Phillips) "Marshall Fields, the (...) (20 years ago, 20-Jul-04, to lugnet.color, FTX)
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