I took the plunge, I upgraded my smart phone!
I was a loyal Blackberry (BB) user.
My BB kept on ticking after spending over an hour in the pour rain. It kept on ticking after my puppy decided it was a good teething toy. It kept on ticking through numerous drops, flops and kicks. It kept on ticking for 3+ years of abuse. I loved my BB for its keyboard and obviously it’s durability of the product.
I resisted changing phones for months. Why? Because I was loyal to BB but it just doesn’t stand up to its competitors. The versatility isn’t there and the future of the company is just too unstable. It still has a great keyboard and I’m sure it still more durable than any other smart phone.
Practically speaking, I need something that is works easily with all the applications I need and my clients are using. I need something that is current. I had to give in when my BB was not longer sync information and I could go for a day without getting an email. It was impacting my business and my ability to communicate.
So with a great degree of reluctance I finally jumped ship on Black Friday and signed up for Samsung Galaxy S4 (android based).
I’m in learning mode and feeling like I’m back in Grade 1. Moving contacts over is a hassle and setting up emails is easy but so different from what I’m use to. I can see the light at the end of the tunnel and I can see how this is a much better device for my needs.
I’m generally a very loyal customer, if I like a product I’ll keep using it and I’ll recommend it. So it takes a lot for me to admit that I need to change. I’m also a very practical person, so in the long run practically will win out.
The story of Blackberry’s fall can fill a book but one overriding piece is that they believed too much in the loyalty of their users. They didn’t react fast enough as the market changed and eventually loyal users were forced to buy another product. I know so many people who now use Apple or Android devices and love them but still miss the keyboard, security and durability of their BBs.
What can you learn from Blackberry’s story?
Who are your loyal customers? Are you keeping an eye on them? Are you aware of what is going on in their worlds that might make them choice another companies services and/or products over yours? What do you need to do to stay current?
I love to see entrepreneurs follow their passions, serve more people and create the lifestyle of their dreams.
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Heather, it is not easy to switch when one is used to being loyal. But I do agree – practicality has to be an important feature!
I have a Samsung… still maintain it is smarter than me! 🙁
I liked reading about this. I am loyal to Apple, but lately I have been rethinking it. It is not always such a good thing. Enjoy your new phone.
Rochelle – You are not the only person I’ve heard say that about Apple. They have huge loyalty but I think they take their customers loyalty as a fact. I have a friend who doesn’t want to upgrade her phone because she is going to have to buy all new cables and she’s going from one iPhone to another.
Heather,
I use to like Black Berry, they were definitely the choice for professionals. However, they did not keep up, and for whatever reason they did not let go of the status quo. Business is a moving target, things are always changing. Heather what I learned from the Blackberry story, is that if you do not change, you will be left out. I was on the management team at UPS, one thing I learned from them is that they practiced due diligence in watching FedEx. Everything FedEx did, UPS was very aware. Today, UPS is still topping the charts in their industry. I would recommend watching (learning) from your competitors, and to continue to innovate. Look at ways you can do things better, communicate with your customers to see what they would like, take a risk be creative. Look at Apple, a computer company that took a risk with the iPod, the rest is history. Great post Heather.
Karl – that is a great point, if you do not change you are left behind. The UPS example is a great one, thanks for sharing it. Apple is a good example of taking a risk and creating loyalty but are they keeping it? Time will tell. I know a number of people switching from Apple to other devices.
Fun story and soooo similar to my own – I just picked up my own Samsung S4 last week and going to learn more about it today – Look forward to your pointers! 🙂
Donna – Love to share pointers on the S4, it is a learning experience. So far I like to but hate the size. I’m sure I’ll get use to it. I was on the fence about the S4 or the S4 mini. I went for the larger screen but now I’m wondering.