After writing a post elsewhere talking about beta testing and releasing products to market too soon I realized that one problem that Shaw has is managing customers' expectations. It is a difficult task in this day and age of
- shrinking margins,
- rising shareholder ROI expectations and
- customers' demands for the latest and greatest toys, and by golly, we want them now.
Marketing departments want to emphasize all the features of the new toys that they have to offer and they want to offer them sooner, rather than laterl. But if product design and testing aren't quite finished, then the marketing/advertizing claims, i.e, the feature descriptions, soon become a sore spot and friction develops. Regrettably, this seems to happen increasingly frequently, and not just with Shaw.