24 April 2006


"Better a broken promise than none at all." Mark Twain
Isn't that "a promise made is a debt unpaid"? If the promise is broken, then who is going to settle the debt. The debt will then be unpaid forever. If the task cannot be done on time, then why promise to complete by the suggested deadline?
Microsoft is a good example for always missing the deadline. Microsoft seldom keeps promises, but still almost everyone with a PC uses the Windows system. Failing to keep promises does not seem to have any impact on the software giant. Microsoft simply ignores the negative touchpoint experience it imposes on the market. Action is only taken when the market starts to purchase pirated software. Pirated software actually is a good thing for Mr Gates. It promotes popularity.
Broken promise? It is very ironic. A broken promise means a false hope. False hope can ruin everything because when expectations aren't met, then nothing matters. No satisfaction, no future touchpoint, no relationship. It's done.
However, Microsoft seems to be an exception. But why this exception for Microsoft? Even when Microsoft constantly and repeatedly fails the market, almost every PC user, be it business or home, still uses Microsoft products.
It is the effect of critical mass. Microsoft enjoys monopoly power in the market. Of course, the market can always opt for Apple or Linux, but without critical mass, there is no motivation for the market to be part of the minor community.
Does Microsoft have the right iPID?
Mr Gates is the Mr Right for everything. How about information? Visit http://www.microsoft.com/mscorp/execmail/ and read those executive emails from the top executives. Communication is sharp and clear. Transparency is the key. Right deliverables? Mr Gates promoted the idea of digital economy back in March 1999, or about 7 years ago, in At the Speed of Thought. Microsoft definitely has an efficient and effective information flow which helps ensure the right deliverables to be produced.
How about ePID? Peter Drucker said "the aim of marketing is to make selling superfluous." Being the monopoly in the market, Microsoft doesn't really need the right ePeople, similar to Coca Cola. Right information? Definitely. "Your Potential. Our passion." Isn't that touching? (For opposing views, please visit http://www.thirdwayblog.com/?p=1) Right Deliverables? If software bug is already an accepted norm, then productivity software such as Microsoft Office is definitely the right deliverable.
Microsoft has optimized both iTX and eTX which reinforce its leading position in the market.

1 comment:

P said...

Besides Microsoft, you are also an exceptional case.