• About Tom Dougherty

    Tom Dougherty CEO, Stealing Share

    Tom Dougherty is the President and CEO of Stealing Share, Inc., and has helped national and global brands such as Lexus, IKEA and Tide steal market share over his 25-year career.

    An often-quoted source on business and brands, he has been featured recently by the New York Times and CNN, discussing topics ranging from television to Apple to airlines.

    Tom also regularly speaks at conferences as a keynote and break-out speaker. To find out more on inviting him to your speaking engagement and view a video of him speaking, click here.

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Square comes up with another failure: Square Feedback

Square Feedback is the newest offering from the folks that marketed the Square Credit Card Reader. The announcement of the app comes on the heels of Square Wallet, which was a bust  for the company.

When you announce a big failure it always helps your public relations to balance that with a new product. It’s smart PR, but I predict you will soon hear of the failure of the Feedback app and the folks from Square will be scrambling again.

Square-FeedbackThe folks caught lightening in a bottle with its credit card reader. The ubiquitous Square Reader is standard fare at my local Farmers Market and various flea markets. It was not about saving time so much as allowing vendors to take credit card payments without a lengthy process and a contract. It was basically a pay as you go system.

The Square Wallet failed because saving a few seconds of time was not a great value proposition. The new Feedback app is even worse.

The idea behind it is to give proprietors a means to manage their feedback. If a restaurant serves you bad food with terrible service, and you post the feedback with Square Feedback, the vendor can manage the comments (possibly by making nice with you) and keeping your rants and raves private. It is supposed to keep you from posting your anger on Yelp and having it broadcasted to the entire world.

But that is just the point isn’t it? You are angry and mad, and you want your action to hurt a bit. Why on earth would you send it first to the offending party to have them decide if it was worth making it public? It is insult to injury.

Just think. If I was writing this blog and submitting it to Square, you would never have read it.

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