Just as I wrote about the BlackBerry experience, I read Susan’s post, 3 Steps to Organic Brand Positioning:
For example, if your customers perceive your brand as representing poor customer service, make the necessary internal changes to ensure your customers will get best-in-class customer service going forward, and make sure your customers hear about those changes. In other words, make the necessary internal changes to meet your customers’ needs, which will in turn lead to the brand experience and perception you want your brand to convey.
Well, RIM needs to listen to her common-sense advice!
This segment is a part in the series : Blogosphere on Positioning