What makes a company the worst in America? The Consumerist website has determined EA Sports is this years winner of the Golden Poo award – for the second year in a row. EA Sports soundly defeated perennial powerhouse Bank of America.
I like to read the Consumerist as you get some really good info on what problems organizations have in delivering product and/or service. I see many of these problems with organization obsessed with revenue and costs – where they should be focused on the customer and let revenue and costs take care of themselves. Unfortunately, too many executives only get targets for revenue and expenses that lead to bonuses. This leads to a short-term focus and an internal view. Consumers feel the pain.
There are few companies (and I haven’t found one) that deliver really good service and mostly for the reasons I have noted above. All organizations in the US are struggling with an environment that has been shrinking. The shrinking has to do with our collective approach to management and a scarcity mentality. Budgets are part of this thinking. Growth and innovation takes a back seat to budgets and shrinkage. Businesses fight over market share rather than ways to grow.
This is a disease that began here in America. EA Sports in the eyes of consumers that frequent the Consumerist have spoken. However, so are your customers – are you listening? Do you know how?