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A Good Example of BAD Customer Relations

Facebook has been all over the web this week with their unexpected and sweeping changes to the user interface.  Oddly enough, there doesn't seem to be any rationale for the change.  And talk about really poor client communication - no one knew until they looked and their feed had been changed to stories that facebook chose based on something other than the user's desires.  I don't know about you, but I had to go in and make some changes to get back what I wanted to see.  Even worse, on the iPhone where I check facebook most often,  they changed the feed today and I have no way of changing it back. 

I saw a lot of people moving to Google+ this week.  This is not a good way to grow your business, especially for a company very dependent on ad revenue - where the more users you have, the more money you make. 

It was a great move for Google+, that's for sure.

Lesson:  talk to your customer base and find out what things they would like, or ask them what  you think they might enjoy before you change their services.  Test it out first with a smaller group of volunteers to make sure the customer experience will be a good one. 



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