What's the REAL Reason Big Brands Like Blockbuster and Blackberry Failed?
About this episode
The episode explores the dangers of ignoring customer feedback and the reasons behind the failures of brands like Blockbuster and BlackBerry.
In this compelling episode of the Who Cares? Podcast, hosted by Jeff Jackel and Jay O’Brien, we dig into a powerful—and often overlooked—business challenge: ignoring customer feedback when success makes you complacent. 🚨 From restaurant service meltdowns and hotel mishaps to outdated tech giants like Blockbuster and BlackBerry, our hosts reveal how vibe and cool factor can’t sustain a brand when the core experience falls short. Learn why: : The greatest threat to your business is your blind spots—especially when things are going great. : You must actively seek feedback, even when you're on top, to avoid service erosion. : Mystery shoppers and customer feedback loops are essential tools to protect against unseen issues. : Nostalgia for experiences like browsing video stores reminds us: not everything worth keeping fits inside an app. Tune in for actionable advice on how listening to your customers can safeguard your brand, improve retention, and elevate the customer experience—before it's too late.
People in this episode
Hosts: Jeff Jackel, Jay O'Brien
Topics covered
- customer feedback
- business challenges
- brand sustainability
- service erosion
- complacency
- retention strategies
Keywords
- customer feedback
- business failure
- Blockbuster
- BlackBerry
- service quality
- brand loyalty
- complacency
Mentioned in this episode
Organizations: Blockbuster, BlackBerry
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