This is part of a much larger article. For the previous entry in this article, please click here.

7. As a company that resolutely sticks to its guns, Nintendo are often referred to as being stubbornly arrogant and nonchalant in the face of consumer desires. But what Nintendo’s fans aren’t able to accept is that the principle tenet of good customer service requires organisations to be able to offer what customers want, and be able to tend to their needs and requirements.

MS Unahppy Customers U Turn

Microsoft realised this last year, as it found itself having to do a U-Turn on many of its policies, in order to assure consumers that its business practices were consumer friendly, and that it had its customers best interests at heart. Of course, what is worth noting is that it was its unmitigated level of corporate flexibility (when Microsoft yielded to public pressure) that allowed Microsoft Games to be able to salvage its XBox brand after the XBox One was announced, and after consumers labelled the company’s practices as being unethical and anti-consumerist.

Every relationship (if it is to survive) is based on compromise, with both parties perpetually locked in negotiations in order to hatchet out a resolution that is beneficial for all. By sticking to their guns, Nintendo come across as being out of step with consumer demands, where they try to avoid market realities and dictate industry trends. This self-centred approach towards conducting business dissipates any good will and loyalty that the market may have for the company, and this is adequately demonstrated by the lack of support Nintendo now has from third parties, as well as from consumers who are increasingly hesitant to purchase its products in a free market economy.

In short, if Nintendo aren’t prepared to compromise for the sake of the industry and its customers, then the company shouldn’t be surprised when the market ultimately rejects its offerings, as people never buy into something that they don’t want. And if Nintendo aren’t prepared to adapt and continually cater to the market’s needs and requirements, then the market will just go elsewhere. After all, if the market’s changed since its 16bit heyday, then isn’t it about time that Nintendo did too?

Click here to go to Part Nine.

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