We Don’t Desire “Easy” – We Expect It!

“Consumer technologies have reset the customer equation.”

Ain’t that the truth!

I’ve noticed this quite a bit lately. I’ve worked with software companies developing systems/databases to be similar to the experience we have on our phones, on social media platforms, etc. My favorite stores are engaging me to shop, share or comment via apps on my phone. My preferred airline allows me to make my flight arrangements, check in, upgrade, rent a car, reserve a room, check the weather, and track my flight all from my phone. Moreover, as a parent, I want (but unfortunately am sorely disappointed with) school registration processes to be somewhat automated or seamless but yet there I sit, every year, writing my home address multiple times on various sheets of paper. (For the love of all things pumpkin, tell me why basic school registration in my district isn’t automated yet?)

We, the customers, don’t simply desire the software to be easy, we fully expect it to be and will tolerate little else.

“Consumer technologies have reset the customer equation.”

Indeed, they have.

Now, with my work at The Chariot Group, I see this quote play out in the collaborative technology space. The use of both the equipment and the software needs to be instinctive and visceral. If it takes more than a minute or two to fire up the system, the customer isn’t going to use it and instead, will go back to the old way because it’s easier.

Ugh and super ugh…that is a travesty!

But it validates the quote, does it not? Our expectations have changed the game.

If our kids can play “just dance” and see their avatars dance as they do on the TV, then we should be able to gesture during a presentation and have the screen/board pick up our movements accordingly.

If we can ask our phones a question and within seconds, be directed to the off-the-beaten-path-but-o-so-tasty Italian joint and have immediate access to their menu and customer reviews, then we should be able to tell the funny looking Star Trek phone in Conference Room B to call our colleagues and, while it is at it, project a document and new task list for the meeting up on the board, which, by the way, we want shared with said colleagues.

If we use can use apps to instantly connect with our long lost aunt and share pictures of our cats with tons of people who could care less about our cats (sorry, but we don’t…we do not care about your cats), then certainly we should be able to instantly connect, share and communicate with our colleagues.

If we can create a virtual world of farm animals (who does that?), dungeons, or cities generated entirely on gum wrappers and cleaned by cute little emojis who, coincidentally, look exactly like our younger siblings, than why on earth can’t we easily work from home and interact with our colleagues visually/spatially in a virtual office or huddle room?

“Consumer technologies have reset the customer equation.”

Indeed, they have. 

Manufacturers (X) are working hard to innovate their way into the equation.

Organizations (Y) will need to rise to the occasion and invest in new technology and solutions to be part of the equation.

It’s simple math.

X + Y= Customer/Employee/Client Satisfaction


Heather Kinzie

Heather serves as the Director of Consulting Services for The Strive Group. Bringing more than 20 years of organizational and workforce performance experience with her, she knows all too well that ineffective communication and collaboration often hinder business success. She recognizes there is a plethora of hardware and software solutions/tools available and is determined to learn as much about them as possible while sharing physical offices with her sister company, The Chariot Group. Join Heather as she shares her “ah ha” moments in her blog, “From Here to Epiphany” and gain from her other insights into how you, your team or your organization can better improve team and organizational performance. Read Heather's full bio.

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