How Can Logos Make Money This Way?
On another post this morning ( http://community.logos.com/forums/t/37300.aspx ), an international customer was wondering if Logos ever answered their emails. I was tempted to reply, but thought better of it.
But yesterday, I bought new music notation software. I'd previously been happy with Logic, which oddly had a nice notation interface. For my new software, I tested the trial version, and noticed that the software had a hard time 'stopping'. A normal 'exit' or killing the window simply resulted in an automatic re-start. With a warning message, no less.
But I was impressed with the software, thought the self-resurrecting behavior was linked to a major version release last month, and bought it.
I then installed the software and quickly checked to see if you could 'kill it'. Nope. I went to their forum to see if my experience was unusual, and didn't see any other victims. But a google query brought the problem out for the previous version. I thought, wow. The programmers literally thought self-resurrecting software was a great idea.
But here's the point (!). The company thanked me for my purchase and let me know I had received one FREE customer contact query! Now, it had to be 'on-line'. No phone calls!!I didn't know how to thank my lucky stars. I certainly didn't want to waste my on-time support on my self-resurrecting software problem. Maybe something more 'serious'.
Then I thought about Logos. True, emails do seem to get lost there. But telephone calls (real ones!) get answered, the people are really nice, and IT'S FREE!!.
It was then I realized the sad truth. Would Logos survive, with such good customer service. I think it's an issue we all need to worry about.
"If myth is ideology in narrative form, then scholarship is myth with footnotes." B. Lincolm 1999.
Comments
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Denise Barnhart said:
Would Logos survive, with such good customer service. I think it's an issue we all need to worry about.
EDIT: I had to read your last sentence a few times to understand your point, Denise, and I think I see what you were getting at. Can they afford to continue to provide such good customer service? In that case, as long as we all keep buying a lot of books.
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Joan ... true ... book selling is probably the core necessity for survival. And thus the importance of Dan's participation.
The Logos business model seems unique (high-end software driving book selling). Plus good customer service. I hope they 'win' the bet.
"If myth is ideology in narrative form, then scholarship is myth with footnotes." B. Lincolm 1999.
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I could count the numbers of lost emails and hiccoughs on the fingers of about half a hand! And I don't intend to begin to estimate the amount of help I've received from sales and CS, and, particularly, the forums. Thank you yet again, MVPs! And I appreciate the way Dan and other Logos staff answer queries on the forums where necessary / appropriate. Thank you,Logos!
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Denise Barnhart said:
book selling is probably the core necessity for survival. And thus the importance of Dan's participation.
Bob P., IMHO, is truly a genius when it comes to building a successful business. I think he will continue to succeed and continue to surround himself with great staff. Above all, I trust God. Not to imply others aren't. [:D]
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