This post is published as a Web extension of our July 2012 Technology Issue – our annual blow-out of all things technology and innovation. To read it in full, visit our e-store to purchase a copy or subscription.
By Kelli Bennett, Editorial Intern
Microsoft serves as a prime example in showing that in the world of technology, extensive codes and formats are not always as important as customer satisfaction and experience. According to Randall Stross of the New York Times, the following mistakes are some that tarnished Microsoft’s customer experience which diminished the strength of their brand.
- 1990 Launch of Windows CE: operating system for ultra-small computers
- Windows Live: included Windows Live Mail, Windows Live Search, Windows Live Toolbar, Windows Live Family Safety and Windows Live Writer
According to customers and analysts, the program was not easy to understand
Negative Customer Experience = Weak Brand
Stross said if Microsoft had not dropped the ball on Windows CE this software could have easily morphed into the tablet market. This would have been a fundamental step in improving Microsoft’s brand.
Many asked only tolerate Microsoft Windows because their employers use it. They look forward to their Macs used outside of the office for an ideal personal computing experience.
It is unfortunate that Microsoft Windows has this problem. I’ve always wondered why so many favored Apple over Microsoft Windows, now I see a large reason — customer experience. People are infatuated with Apple not because of the logo, but because of the compatibility it offers.
I’ve told myself that once I free myself from this college student budget, I will invest into Apple products. Reading about Microsoft’s mistakes makes it even more likely.
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