How does your CEO react when there is an outage or other problem?
I am impressed with the earnest speech RIM's head gave yesterday. RIM founder and co-CEO Mike Lazaridis did right by his customer base at a time when the company is struggling with a massive 3-day global outage and whose stock has dropped from $70 to $25/share over the past year.
Often CEOs will gloss over problems or parse words, apparently afraid or unwilling to apologize for their bad decisions. A recent example is Reed Hastings from Netflix, making poor business decisions which disappointed and angered their customer base. After several weeks of losing customers and watching the stock tumble, he finally had to reverse course on his plans for Qwikster.
It may be too late for RIM to reverse the number of customers fleeing for Apple or Android solutions, but it was good for him to admit that they had messed up. Do you have any stories of CEO's or CIO's apologies, and whether or not it helped the company over the long run?
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