Jamal Kheiry’s Weblog

In my previous post, I lambasted Intuit for what I labeled as disingenuous marketing-speak. Evidence of their PR savvy showed up quickly, as their PR Department and VP of customer relations commented on the blog. Their responses to what I wrote are absolutely first-rate, and can be found here.

The reason their responses are so great is that they explain, in no uncertain terms, why they have taken the steps they have. This is the kind of communications that actually resonate with consumers, because it’s not vague, nebulous marketing fluff. I might not agree with it, but at least I understand it.

I think the lesson here – at least from my perspective as an entrepreneur who needs full information about the factors that affect my operations – is that your customers should be treated as though they are discerning, intelligent people rather than lowing masses to be placated with platitudes.

Intuit’s second response was excellent; if only it could have been their first.