Companies get killed because they grow complacent and get disrupted by a different and better offering. Clear signals that a business is dying is when they don’t give a damn about their users.
Case in point: delicious.
— john fink (@adr) April 28, 2016
Delicious, a popular bookmarking service born during the Web 2.0 days, has made it clear to its users that it’s killing itself by making the service worse and then ignoring our pleas for help. All you have to do is read through user Twitter mentions to see what all the fuzz is about:
@Delicious guys when will you be back up and running? I haven't been able to access my bookmarks for nearly a week!!!
— Edward Canning (@Ed_Can) April 28, 2016
— Simon Zaugg (@vipsim) April 28, 2016
@Delicious So, what's with the site? I haven't been able to access it for almost a week now, and no news anywhere!
— dubird (@dubird) April 28, 2016
@Delicious Could you kindly update users on when you might be back up online? It's critical.
— Rasha B (@Rasha_Barbar) April 28, 2016
These are comments from yesterday, but you can scan through previous mentions and they go well over a month. And, Delicious don’t respond to any of them. Complete radio silence. Beyond a blog post informing us that they will be in maintenance, no heads up whatsoever as to when we can expect the service to be back again.
That’s a big time fail in my book.
Here are some of my own comments starting over a month ago:
— Jorge Barba (@jorgebarba) March 11, 2016
— Jorge Barba (@jorgebarba) March 15, 2016
— Jorge Barba (@jorgebarba) March 16, 2016
And more recently:
— Jorge Barba (@jorgebarba) April 14, 2016
Customer obsession means outcaring
As stated in the last comment, this situation is a classic case of just not giving a damn about anything. I’ve been a loyal Delicious user for almost 10 years, I’ve stayed loyal through the transition period when it was saved by the co-founders of YouTube almost 6 years ago.
Just backed up my Delicious bookmarks. Now to decide where to take them next. #savedelicious Please!
— Jorge Barba (@jorgebarba) December 17, 2010
But who knows what happened to it ever since, as it’s gotten worse and worse. I believe that user obsession is what’s missing, the likes of Amazon and Google have.
— Vala Afshar (@ValaAfshar) November 10, 2013
Customer obsessed businesses focus on delight, satisfaction and retention. Simply put, they give a damn about customers.
Bottom line: Pinboard didn’t kill Delicious, it killed itself by not giving a damn. And that’s how businesses die.