Subject:
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Re: Bad Policy #2 (Why all the secrecy, LEGO Direct?)
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Newsgroups:
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lugnet.lego.direct
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Date:
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Mon, 7 May 2001 16:14:01 GMT
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Viewed:
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1443 times
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In lugnet.lego.direct, Marc Nelson, Jr. writes:
> In lugnet.lego.direct, Tony Priestman writes:
> > No-one is apologising. TLC isn't doing anything wrong. It's just not
> > doing what you want it to.
>
> A company not satisfying its customers is doing something wrong.
I thought you said you read the Cluetrain Manifesto?
I had a chance to hear one of the authors and one point he made in his talk
is that companies can, and should, choose which customers to satisfy and
which to write off as not being a good business proposition to try to satisfy.
I'm glad that TLC is seeing the sense in satisfying us, at least in part,
but understand that TLC cannot and will not give us everything we want as
soon as we want it. If we get too vociferous, we belong in the "write these
customers off" column. On the other hand if we don't ask for what we want,
we won't get it. Some balance is needed.
Also, I find myself agreeing with Richard and Sheree in regretting that TLC
seems to be using rarity as a way to drive sales among child collectors more
and more of late. I hope that trend diminishes. Soon.
++Lar
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