Tag Archives: Strategic management

Going Backward Is Dumb. Looking Backward Isn’t.

There was a story in this morning’s paper that had me shaking my head once again. Seems as if it’s a daily occurrence, I know. This one got me thinking about the things we can take away from the subject and apply to business, which is also a daily occurrence. The story was about our shared stupidity and our general refusal to learn. Let me explain.

Here is the headline: American Drivers Regain Appetite for Gas Guzzlers. I’ve linked to the story but as you can imagine it has to do with many people giving up their fuel-efficient cars to buy gas guzzlers as the price of gas has fallen. Of course, in addition to adding a lot of room to the passenger compartment, these vehicles also add a lot of greenhouse gasses to the atmosphere, and unless you’re one of the few who are ignoring virtually every scientist on the planet, that is creating a changed climate for us all.

I’m not ranting today about the politics of this. To me, it’s not very different from what a lot of managers do in their own businesses. The higher price of gas was a crisis. Many car owners adjusted by decreasing driving, buying more efficient vehicles or using mass transit if it was available. Most good managers do the same sort of thing in a crisis. They cut spending, focus on business development, eliminate inefficient product lines, and do all of the other things one can do to continue on until the crisis has passed. What the great managers do is to continue to operate with that mindset even after the crisis is long gone under the assumption that the same problem or another one is virtually certain to rear its head at some point. That doesn’t mean they fail to invest once conditions have improved. It does mean that they learn from the crisis and adjust and they don’t go back to doing exactly what they were doing before.

I own a hybrid and my family owns two others. I can’t see going backward with respect to fuel efficiency and greenhouse emissions no matter how cheap gas becomes. I try not to go backward in business either. Going backward is dumb. Looking backward and learning isn’t. Your call.

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You Always Hurt The One You Love

There is an old song made famous by The Mills Brothers. The first two lines are:

You always hurt the one you love
The one you shouldn’t hurt at all

Today’s screed is the unbelievable tale of a media entity that is doing just that. Why unbelievable? Because if I asked you to tell me the absolute dumbest thing any company could do you just might respond with exactly what this company is doing. Let me explain.

The Walking Dead is AMC’s (and maybe TV‘s) biggest show. Not unexpectedly, there are many fan groups that interact via social media. One of the biggest – about 400,000 strong – is a Facebook group called “The Spoiling Dead Fans.” As you might guess from the name, part of what the group does is to make predictions about what will occur in upcoming episodes, and lately, it’s about who was killed by a barbed wire coated baseball bat (named Lucille). These fans, as you might guess, would be classified as “hard-core.” They watch the show, the discuss the show, they pick apart every episode for clues. In short – they’re what every media entity wants: engaged, excited consumers.

So how has AMC rewarded these loyal fans? In their words:

In the past two years, AMC has filed several wrongful DMCA notices against us with full knowledge that we could not file counter-notices, hired investigators to intimidate our members, and threatened our local members with arrest, among other questionable acts.

Yep. They’re threatening to sue them. AMC believes “the predictions on the board are based on copyright protected, trade secret information about the most critical plot information in the unreleased next season of The Walking Dead”. If you’re not shaking your head about now, you should be. It’s not as if the fans have released footage or are torrenting purloined episodes. All they’re doing is keeping the show top of mind while it’s off the air between seasons. Is suing them for that really the best response?

If you’re over the age of 30, you’re old enough to remember when the music industry spent a lot of time and money suing consumers rather than using those resources to come up with a better business model (Steve Jobs did that for them). I think that alienation persists to this day.

I can’t imagine any instance where suing your best customers – hurting the ones who you shouldn’t hurt at all – is the best solution to a problem. Frankly, I’m not even sure that in this case there even is a problem. You?

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Telling Customers To Go FICO Themselves

Today’s screed is yet another instance of someone committing the grievous error of telling the truth about his organization’s bad behavior, and doing so in a public forum! Not surprisingly, this executive comes out of the cable industry, which is renowned for having a somewhat less than favorable reputation among consumers.  This guy isn’t helping.

Let me state upfront that I know plenty of cable executives.  I grew up in the TV business with some. Heck, I’ve even had them as clients (none of them are at the moment!).  I will categorically state that they are generally good business people and even better human beings, at least most of them.  I’m not sure why the cable industry has the generally lousy reputation among consumers, but facts are facts.  This statement, spoken by the CEO of Cable One might shed a little light on it:

According to company CEO Thomas Might, the Phoenix, Ariz.-based MSO has deployed a “very rigorous FICI credit scoring process” on its video customers since 2013.  “We don’t turn people away,” Might said, but the cable company’s technicians aren’t going to “spend 15 minutes setting up an iPhone app” for a customer who has a low FICO score.

Yes, you’re reading that right.  He’s happy to take the money of people with bad credit scores but he’s not going to service them to any degree.  As you might be aware, not everyone with a bad credit score is of lesser means.  Maybe you had a billing dispute so you didn’t pay it and the vendor put through a ding to your credit report.  Maybe you didn’t get paid by clients and you couldn’t pay some bills. Or maybe you just live in the “wrong” neighborhood.  In any event, Cable One isn’t going to service you even though you’re paying the same fees as the folks with sterling credit scores.

It goes without saying that  every one of these customers is signing the same contract with the cable company and, therefore, is entitled to the same support for the level of cable service they’re buying. Not in the CEO’s mind. In my mind, discrimination of any sort is a bad idea.  That’s not to say rewarding your best customers with “extras” is bad – it isn’t.  That’s not what we’re seeing here.  This is denigrating the basic support a customer can expect based on a measure of that customer’s financial stregth, and I think it’s wrong.  You?

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