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Amazonfail
Apr. 16th, 2009 09:00 pmI've read some fantastic blog posts today that I'm still thinking about.
The first one was called The Lessons of Amazonfail and it's about how corporations in the cyber-era need to learn to adapt their business practices when everything is faster and more wide spread than previously. Especially in the case of bad experiences among customers where stories can travel world wide in a matter of seconds.
Don’t just have a policy — have a clear implementation plan. One of the key complaints against Amazon is that their de-ranking policy has been unfairly administered. Amazon’s been remarkably dumb in this regard; either the policy is deliberately unfair, or the implementation has been so poorly executed that the result is all this chaos.
I'm going to be interested in seeing what other companies learn from this and how they implement lessons from Amazonfail into their business plans in future.
All this stuff fascinates me... maybe I should do a degree in media after all.
The second post I read was Richard Eoin Nash - The Blog Amazonfail A straight white male publisher on glitches and ham-fisted errors. It's about the responsibility that comes with priviledge, the responsibility that we have to our fellow human beings to show them respect and appologise for any offences we might cause and then work to recify them.
The vigilance and outrage demonstrated on Twitter are necessary, not because the folks at Amazon are bad people, but because the books that were de-ranked were de-ranked because it is always the outsider whose books get de-ranked... In effect: guilty until proven innocent is the standard to which we must hold ourselves. Because that’s how the other half lives, without any choice in the matter.
There's some great discussion going on already, and it's been less than a week!
The first one was called The Lessons of Amazonfail and it's about how corporations in the cyber-era need to learn to adapt their business practices when everything is faster and more wide spread than previously. Especially in the case of bad experiences among customers where stories can travel world wide in a matter of seconds.
Don’t just have a policy — have a clear implementation plan. One of the key complaints against Amazon is that their de-ranking policy has been unfairly administered. Amazon’s been remarkably dumb in this regard; either the policy is deliberately unfair, or the implementation has been so poorly executed that the result is all this chaos.
I'm going to be interested in seeing what other companies learn from this and how they implement lessons from Amazonfail into their business plans in future.
All this stuff fascinates me... maybe I should do a degree in media after all.
The second post I read was Richard Eoin Nash - The Blog Amazonfail A straight white male publisher on glitches and ham-fisted errors. It's about the responsibility that comes with priviledge, the responsibility that we have to our fellow human beings to show them respect and appologise for any offences we might cause and then work to recify them.
The vigilance and outrage demonstrated on Twitter are necessary, not because the folks at Amazon are bad people, but because the books that were de-ranked were de-ranked because it is always the outsider whose books get de-ranked... In effect: guilty until proven innocent is the standard to which we must hold ourselves. Because that’s how the other half lives, without any choice in the matter.
There's some great discussion going on already, and it's been less than a week!
