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Strategies & Market Trends : Gorilla and King Portfolio Candidates

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To: Rick who wrote (7912)	10/9/1999 12:23:00 AM
From: James Sinclair	Read Replies (3) of 54805

"So I guess the question for 1999 then becomes are there any current gorillas that are viewed so negatively by their customers that the customers will welcome an alternate choice if one were available?" Microsoft I wasn't going to be the one to say it, but they certainly came to my mind first. However, I find it hard to pin down the reasons for these negative feelings. I know I have my own gripe list, but I don't think that I'm representative of the typical Microsoft customer. I think this whole idea of the role that customer satisfaction plays in a gorilla game could be important for the thread to spend some time discussing. My initial impression is that a lack of customer satisfaction really reduces the gap that a new innovation must span in order to knock the gorilla off its seat. If you go back to the Xerox example, because people were so fed up with the machines' unreliability, their question stopped being "How much better would a new copier have to be before I HAVE to replace my Xerox with it?" and became "How close does the new copier have to get before I CAN replace my Xerox with it?"

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