If You're Taking Away Features From Users, Don't Tell Them It's For Their Own Benefit
from the that's-called-lying dept
Sometimes, I really wonder if companies think their users are stupid. There are times when they treat them that way. My favorite examples are when companies are taking away features or raising prices, and claiming (somehow) that it's for the benefit of those customers/users. For example, when eMusic raised prices and disabled features it put up a blog post trying to spin it as a positive, claiming "more of the good stuff!" Yes, at a higher price, with fewer features, but why let that get in the way of claiming good news?The latest example is online music streaming site imeem. The company has struggled of late under absolutely draconian terms forced on it by the record labels. Rumors held that the company came close to going out of business until Warner Music agreed to renegotiate its suffocating deal. Still, there are many who question how the company can survive without a drastic change in business models. But, taking away features from customers with little warning and pretending it's a good thing isn't exactly the best way to go about things. Clay Shirky points us to the news that imeem is removing features for users to upload videos or pictures without even offering a "download to save" option. But, even worse, the blog post announcing the change tries to play this up as good news again, saying that it's all about "simplifying imeem" as part of an effort to enhance the site.
Sure, simplifying a site can be a good thing -- but unilaterally removing features that people use, with little warning, isn't really simplifying. You can simplify without removing features. If you have to remove features, for whatever reason, why not at least admit the truth: it's not for consumer's benefit, but for some other reason, and you realize it sucks for many users.
In other words, sound human, rather acting like your users are morons. If you want to see a company that's actually done a good job of this, look at Hulu. While we think it's ridiculous that the company caved in to content providers and tried (and failed) to block a specific browser (Boxee) from viewing its content, at least Hulu's CEO was upfront and honest about the fact that it sucked:
The maddening part of writing this blog entry is that we realize that there is no immediate win here for users. Please know that we take very seriously our role of representing users such that we are able to provide more and more content in more and more ways over time. We embrace this activity in ways that respect content owners' -- and even the entire industry's -- challenges to create great content that users love. Yes, it's a complex matter. A tough mission, and a never-ending one, but one we are passionately committed to.eMusic, imeem and others would be wise to take note. Taking features away and pretending your customers are stupid enough to believe it's for their benefit isn't likely to fly.
For those Boxee users reading this post, we understand and appreciate that you're likely to tell us that we're nuts. Please know that we do share the same interests and won't stop innovating in support of the bigger mission.
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Filed Under: benefits, features, users
Companies: emusic, hulu, imeem
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Interesting
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Re: Interesting
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And, yes, companies DO think their users are that stupid.
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Re:
That was actually one of the first things Boxee did was edit the agent so they looked like one of the approved browsers. The content providers still weren't satisfied.
Firefox lets you full-screen what's playing, and I think that looks good enough for me, so the whole siege was really quite irrelevant and distracting. Especially for Mac-only software, which Boxee was at the time.
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Go somewhere else
Writing to them to complain about them removing a feature in your already paid for software resulted in a response that said that since the free version also included the spam filter, you hadn't actually paid for that feature and they could remove it because they felt like it.
So much for Incredimail. Stop doing business with these sorts of entities and don't look back.
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"Good news everyone!"
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I would still use a site that confessed to needing that feature removed, because at least they understand that's what I use it for (and are nice enough to explain the reasons why). But when they assure me that the change is better, even though I like and use the feature and they're not replacing it?
If it's something like imeem, I would no longer use it at all.
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Meanwhile In Luchenbach...
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not good enough
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sure, it's maddening, but that's the way it works
If Company X sells shoes that cause corns and Company Y sells shoes that don't, Company Y should outsell Company X and emerge as a winner in the marketplace. But that can only occur if consumers know the benefits of buying from Company Y.
These days, just about every major company has realized the benefits of controlling -- or at least muddying -- information flow.
Company X starts with a blank claim that its shoes are the best of the market. If word-of-mouth trends towards the idea that Company X shoes cause corns, Company X has endless responses, none of them true:
-- There is no scientific proof that Company X shoes cause corns. See the independent studies (that we paid for) which confirm this assertion?
-- Corns? This is a lie told by the Liberal Media.
-- Company Y's shoes actually cause corns, or worse.
-- Even if Company X shoes cause corns, we have indendent studies (again, that we paid for) showing that corns are beneficial.
And so on. Company X merely needs a sufficiently large, compliant tap into the media and an ongoing, aggressive spin campaign. If they keep up the disinformation long enough and in sufficient quantity, public opinion may very well end up supporting them.
So of course companies are going to crap on your shoes and call it "Shinola." They've got a very good chance of making you buy it.
And even if you don't, there's always your children, who believe anything they see on tv.
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Don't want to hate emusic, but they give us no choice!
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