The latest technology has opened up a whole new world of possibilities, and in turn these possibilities have brought with them new expectations. It doesn’t take us long to adjust to the benefits of new technology, and what starts out as a luxury or perhaps novelty can soon become a necessity.
Not many of us can live without the Internet or our mobiles, and soon the Internet on our mobiles. Furthermore, our expectations or not context specific, when we experience a service in one context we expect it in another.
I had this experience not so long ago when I was searching Tesco supermarket for plastic cups (as you do). I had no idea where to look, and neither did any of the staff around me. Of course on the Internet I would simply do a search and find them in seconds. Furthermore, I knew that Tesco would have all the information stored on a system somewhere. 5 years ago I wouldn’t have been bothered, but the problem was with my iPhone in hand I new we had the technology to solve my problem.
It appears Tesco were well aware of the possibilities and the very next trip to Tesco I was able to use my iPhone to find my nearest store, instantly see what services they offered, and exactly where everything was. Good work by Tesco, however my feelings were (perhaps unfairly so) more of ‘about time’, than ‘great job’.
As peoples expectations change at the rate of technological advancement, it’s going to get harder to meet them and even harder to exceed them.
2 Comments
October 22, 2009 at 1:57 pm
I couldn’t agree more with your thinking. From my personal perspective, with iphone in hand everywhere I go these days, I just expect all brands to be forward thinking with there solutions and services.
The brands I respect and use are those that have evolved and embraced technology. It’s simply a big part of my everyday life now. Ocado’s mobile grocery ordering system is just brilliant. (and they Tesco price match on many items). Big kudos them. I hadn’t even used the brand before I used the mobile service.
I realise I am in a small minority, but as you say technology is evolving fast and in time more people will be thinking this way.
October 23, 2009 at 9:03 am
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