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?