QuickBooks would be wise to start listening to customer feedback instead of giving the same canned responses about “change takes time” and promising to “be here with us the whole way through.” It seems in their rush to be the latest and greatest they are swept up in the gartners hype cycle stage of inflated expectations. That isn’t what business owners or bookkeepers need, we need a product that works, time tested solutions, we have plenty of changes outside of our software, we want simple effective software.
Leadership should recognize the massive opportunity they’re sitting on. If QuickBooks simply focused on stability, usability, and carefully implemented improvements, they’d strengthen their position instead of weakening it. It’s astonishing that no competitor has yet capitalized on the obvious frustration across QBO’s customer base, because the signal is loud and clear.
Stop the gimmicks, and build what your users are asking for. Do that, and you won’t just keep your customers, you’ll actually make them happy.
