Tuesday, August 7, 2007
Is this where we're heading?
Mass media and mass transportation have a lot in common: They treat the customer like sheep, don't offer any personalization and push people more and more into niche efforts.
It's tough enough to travel today but it's even tougher to endure the attitude of flight attendants in planes and conductors in trains: All of them seem to think we have the IQ of a guinea pig. That's the only explanation I have for the way I'm being talked to in planes or trains: 'Go there.' 'Don't do this.' 'What's wrong with you?' (I was asked this question by a flight attendant when I requested a bottle of water...)
Mass transportation suffers the same fate than mass media: They treat the customers like sheep, don't offer any personalization and push people more and more into niche efforts. Amtrak will never make it because they don't have real competitors. United and American have a slight chance because they have to deal with Virgin America, JetBlue and more competitors to come.
Mass Media on the other hand has done a remarkable job of a turnaround. The upfront was very successful, TV viewing is up and all the networks seem to be leaning back and enjoying the change from insignificant to invulnerable.
Crises have peaks and valleys. Mass Media enjoys a temporary peak. A valley is next. Final destination: Death Valley?