Published on: November 16, 2006To hear Kevin Coupe’s weekly radio commentary, click on the “MNB Radio” icon on the left hand side of the home page, or just go to:
Or, to simply read the commentary in text form, continue below…
MNB Radio Commentary – Text Version - 11/16/2006
Hi, I’m Kevin Coupe, and this is MorningNewsBeat Radio, brought to you by Webstop, practitioners of the art of retail website design.
Last week in my radio commentary, I wrote about “Fart’s Law,” which states that “the likelihood of an innovation succeeding increases exponentially with the number of old farts who refuse to endorse it.”
I continue to believe that this is a pretty good rule of thumb in almost any business, but I have another one in mind today…and it would go sort of like this:
“Pundit, Listen To Yourself.”
I offer this up because I often have written and spoken about the need for retailers in the modern competitive environment to give customers what they want, where they want it, how they want it, when they want it and at a price consumers believe is appropriate. It is a rule that has grown out of consumer demand. It’s probably the ultimate golden rule for retailers, one that, if violated, will result in many consumers simply looking elsewhere for a retailer that will live up to these expectations.
And I didn’t pay attention to it.
When I started doing weekly MorningNewsBeat Radio commentaries earlier this year, I offered just an audio version…because that’s what I wanted. It never occurred to me to ask whether a text version might be a nice or even necessary offering, because I was so in love with the sound of my own voice that…well, it just didn’t occur to me.
Then, last week, when writing my “Fart’s Law” radio commentary, something made me think about offering a text version and asking you if it was a good idea.
The response was overwhelming. Close to a hundred email responses said “yes” in no uncertain terms…with people telling me that if they work in cubicles they can’t listen to the commentary, if their companies have removed their computer sound cards they can’t listen to the commentary, or if they read MNB on their PDA’s, they can’t listen to the commentary.
Now, I may be slow and thick, but I’m not stupid. From now on, the MNB Radio commentary will be offered in both text and audio format. You’ll have it how you want it.
I think we all make this mistake from time to time. We either love the idea of technology, or we simply focus on our own operational priorities, rather than pay attention to our consumers. And we miss opportunities to connect.
It’s an important lesson. I’m glad I learned it, even if it took me a while. And once again, as it often does, the MNB community has taught me something I didn’t know or didn’t think about.
I hope you’re all smart enough to think about this lesson when running your own businesses.
For MorningNewsBeat Radio, I’m Kevin Coupe.
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