Guy notes that, especially in a maturing market like web analytics, execution is critical to success. In a parallel industry to ours, blogging tools, the market is less mature, and the tools are far less complex, but customers are no less forgiving. As I noted previously, SixApart has had some growing pains recently with their Typepad service, and won praise for communicating well with their customers during the tough times.
This week, they went a step further to mend the fences. Typepad customers received an email from Barak Berkowitz, the CEO of SixApart. In the email, customers were given options as to how much of a credit they would like, based on how much of a disruption the customer felt the recent service issues caused them.
Good idea. Taking care of customers. Others thought so too. Now they need to execute!
Filed in: operations