I joined eMusic in 2005. If you don't know eMusic it is a subscription based music download service. The content is sourced mainly from independent labels,with a lot of catalogue secured, until recently, through The Orchard & CD Baby.
In my Linkedin articles recently I have been looking at the way companies disregard their customer base leading to loss of said customer & ultimately the business. eMusic make a great object lesson in what not to do, so here are some of the ways that a once great service has been brought down, and left me and many others throwing up our hands and saying "ENOUGH".
eMusic was launched in 1995, that's four years before iTunes. Since then it has been variously owned by its founders, Vivendi (French media company), JDS Capital Management (venture capital), and was most recently acquired in 2015 by TriPlay an Israeli cloud computing company. Each time senior management was changed and from the number of people listing eMusic as a past company on Linkedin, staff left in droves after each takeover. The upshot of this of course was a lack of expertise, continuity or direction in the business leading to...
Play Pass The Parcel With Your Business.
Or, how to confuse your customers. With content rooted solidly in independent music and strong catalogues in Classical, New Age and other niche areas eMusic had a great USP, something that allowed it to stand apart from the fights between iTunes and the big labels. Then in 2009 the majors, Sony, then Warners and Universal crept onto the site, in the USA at least. The then CEO however stated in The New York Times "the future of eMusic, like its past, is in pursuing not the fickle mainstream but the passionate fringe". The U.K. store stayed with the independents, presumably due to rights issues.Then in 2014 the major labels disappeared again. There was a renewed commitment to the independent arena. With new owners came another shift to sourcing catalogue from 7Digital, meaning that on the site's relaunch in May 2017 much of the content disappeared, again presumably due to rights issues. Each relaunch was of course accompanied by new branding. An image search on Google brings up 9 different logos.
Frequent Changes in Business Model and Direction
Something to Tempt The Buyer...7Digital don't appear to distribute a number of the best known independent labels, Warp & Eagle Rock have gone completely and Rough Trade have only 27 albums on the site for instance. There are no meaningful new releases, oh there is new music every week, mostly obscure compilations, bootleg live albums and out of copyright jazz and classical. The customers want the new releases they hear on the radio and read about online or in the magazines, and which were always on the old version of eMusic. For me notable absences are the latest Public Service Braodcasting album (they have everything else from them so why not this?) and the new Peter Perrett album which they are advertising but, at least in the U.K. is not available to buy. I could go on, other customers are on the Emusers forum. One of my main labels of interest Frontiers (Italian based so no U.S.rights clashes I guess) is still adding new content so it can be done.
Reddit page meaning that the posts about poor customer service, disappearing content and departing customers are hidden away, out of sight, out of mind. The new website looks ok and does fix a few problems from the old one, but is very hard to navigate, and searching for anything specific is now a lot harder, assuming you can find anything in the first place. Oh and integration to iTunes has gone as well.
There may be legitimate reasons for the problems, new websites have issues I recognise that, but if eMusic are working away in the background to solve the problems, they aren't telling the customers. And they need to; soon, while they still have a business. If they aren't doing anything because the switch to 7Digital's platform has fundamentally broken the business, then own up to it, and start fixing it.
The obvious take away from all this is that this weeks owners neither understand or care about their customer base. The community aspect of eMusic expressed through various forums was one of its strengths. The fact that it appealed to the music obsessive (me!) who wanted to dig into the site and find long forgotten albums and new obscurities was another. The decision to move to 7Digital was clearly made on a cost basis and seems to sum up the whole "relaunch". It won't do eMusic, It won't do.