James Piecowye thinking out loud

Ideas, inspiration and a bit of random.

Are We Listening or reading?

Posted on | October 30, 2010 | No Comments

Today the difference between good and AMAZING can be reduced to one thin, the experience.

Of course a lot goes into the experience BUT the fact of the matter is that experience counts for pretty much the whole enchilada

So whether we are professors or burger flippers we need to be thinking about the product we are dispensing in terms of the experience and not just the content.

Of course we probably get the experience right 1/2 the time if we are lucky.

Why is experience a 50/50 shot in the dark?

1. we don’t listen.

2. we are too self absorbed.

3. poor feedback from customers, who may be students.

4. no training in experience thinking

5. failure to give what we would expect

If you aren’t reading Mark Hurst, the man behind Good Experience then you are doing yourself a massive disservice!

Want a leg up on the experience game to come? Think mobile! Are many of us even on the 1st rung of the mobile ladder when it comes to our enterprise, and that may be teaching! No.

But as Mark points out there is clear and definitive evidence that mobile connections and all that goes with it will be a force to be reckoned with, so get in early, now!

Here is Mark Hurst’s last post and it contains a lot to think about.

Lessons from a trip to southeast Asia

Somewhere in the great novel The Hitchhiker’s Guide to the Galaxy is the story of a man who is shown the size of the entire universe, just so he can grasp how tiny and insignificant planet Earth actually is. (Die-hard Douglas Adams fans, please correct me if I got the details wrong.) The lesson: A change in location can transform your view of your own day-to-day surroundings.

I just got back from a long trip throughout southeast Asia, including visits to Hong Kong, several cities in Indonesia, and Singapore. The entrepreneurs and businesspeople I talked to have changed my view of my own surroundings – the US market, and to some extent my hometown of New York. While admittedly this was not an exhaustive research study, I thought I’d share some of what I learned.

Asia rising: It’s hard to overestimate the feeling of energy, expansion, investment, and activity that pervades the region. As the US economy stagnates, money has flooded into southeast Asia trying to find better investment yield – and the aggressive work ethic of the region (long hours, highly competitive, focus on results) has been happy to make use of that investment.

The U.S. who? Multiple times people told me, in effect, that they just don’t pay much attention to what’s happening in the US – or Europe, for that matter. Asia is taking the lead in the world economy and while the US has some good ideas worth studying (and perhaps borrowing and improving upon), it is not considered the leader to be followed. Asia will grow just fine on its own, no matter what happens with the stagnating Western economies.

Mobile, mobile, mobile. Everyone from the banking executive to the fried-rice street vendor carries a mobile device. Depending on the city, Internet access may be slow or unreliable, and mobile devices are best suited to occasional bursts of low-bandwidth activity (texting, emailing, simple apps or Web lookups).

BlackBerry rules. Past a certain modest income threshhold, BlackBerry is the preferred device, with iPhones relegated to the wealthy – and then mainly used for music, photos, and other media. Many people carry multiple devices. I saw only a few laptops and almost no iPads.

Customer experience isn’t yet a focus. Whether because of Asian cultural norms or the recency of business expansion there, customer experience is not yet taken as a strategic imperative. It’s coming – long-term focus on customer needs will always determine winners, in the long run – but we’re not into the long run yet there. For now, there’s not much talent even in the tactical usability and user experience realms… let alone the strategic customer experience. (Some global brands are doing good customer experience work in Asia, which I know because Creative Good has been doing project work there – but these companies are generally headquartered in the West.)

Don’t ignore Asia – or mobile. Today is still early in the growth of Asian business, just as it’s early in the mobile era. But the future of customer experience lies, in part, in both of these locations. Don’t forget to consider Asia, and mobile, in any strategy for your future development. (And drop me a line if Creative Good can help.)

Let me know if you have your own opinions – and Asian readers, let me know what I missed or got wrong!

Mobile like WEB2.0 offers a wealth of possibility that is just waiting to be applied!


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