This is like a knife to the heart for me. Last weekend I treated a couple family members to my employee discount for new Thinkpads. Off we go to the website and one gives up and picks up the phone. “Dude, your website really sucks.”
We know. And we’re working like fiends to fix it. I won’t throw anyone under the bus, but it’s incredibly irritating to be the guy out on the sidewalk telling the sailors to come inside the bar, only to have the bar be dark, out of beer, and filled with other pissed off sailors.
“I want to buy a new laptop. I used to buy IBM ThinkPads and was really happy with them. Lenovo took over the ThinkPad range. Last year I went to the Lenovo site. I was a loyal customer. I wanted to buy from them. The Web site was awful. I went to a competitor.
“This year I read really great reviews of the ThinkPad T60 and X60. I go back to the Lenovo Ireland Web site. There’s a graphic on the homepage that has a picture of two laptops, with the heading: The power of 2 in 1. I click on the image. This site is sooooooo ssssssslow.
“Finally, I arrive at a page with the heading: “Lenovo care,” which has nothing to do with selling me a laptop. I want to buy from Lenovo, but this site is making it really hard for me.
“Starbucks knows–at a most senior management level–that in a convenience society, convenience is king. How long will it take other senior managers to realize that their sites have a direct impact on their organization’s performance?”
I’ll repeat my offer to anyone willing to pick up the phone. Call me. Email me. I will make your order happen.