Woke up this morning to news on radio that Microsoft is having problems with user acceptance of its Windows 8 operating system.
The Financial Times’ Richard Waters based in San Franciso writes that Microsoft is preparing for a U-turn on Windows 8 and says this reversing course over some elements is, he writes, “marking one of the most prominent admissions of failure of a new mass-market consumer product since Coca Cola’s New Coke fiasco nearly 30 years ago.” (crickey was it that long ago; there will be B2B Marketing readers who weren’t born then!)
Well this comment is strong stuff. It’s horrible when things like this go wrong, but more often than not it is how you deal with it that matters. In the B2C or B2B environment this holds true.
If Microsoft are able to show that they understand user concerns and are using this feedback to rectify matters and improve things, then actually this may put them on a stronger footing in the end.
Acknowledging a problem is the first step. So well done Microsoft’s head of marketing and finance for the Windows business for telling the FT that “key aspects of how the software is used will be changed”.
This could become a textbook case study in how to turn opinion around… we won’t know yet.
By the way, if you get a chance to read the FT piece today online, take a look at my favourite area of the site – the comment sections underneath the articles. Lots of useful insight to be gainied in those. As one post says: “where would we be without a little risky innovation?” That’s a thought to take away.