It’s been well over a decade since Dan Pink predicted that the macro trend of automation would change the nature of just about everything in his bestselling book A Whole New Mind (Riverside Books, 2006 edition). The context of his message revolved around work, with the central idea being to take a look at what you do, determine whether part or all of it could be done better by an algorithmic approach, and reposition your skills accordingly. Even traditionally specialized professions, like law and accounting, were at risk.
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I doubt Dan had any inkling of just how automated the world would become. He could not have put his finger on the eventual impact of automation—the overwhelming and insatiable desire for immediacy.
Welcome to the new age of immediacy, where if you cannot get me exactly what I want at a competitive price and do it instantaneously, I’m not only surfing on to the next offer, but I likely won’t revisit you. (I doubt whether Dan was predicting this end of loyalty as we know it.)
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Comments
The triangle is long dead....
I learned this leason as a consumer over 20 years ago!
I was at a drive-up window at a fast food chain and asked for a custom sandwich. The order taker took the order, not only without issue, but commented on the combination of menu items sounded good!
I proceeded through the first window to pay for my custom order (same price as the stand item!) Got to the 2nd window, with the employee holding my lunch out the window waiting for me to drive up. I was assured that my "special" was made, even though the receipt indicated otherwise. The employee graciously explained that they had no way to enter the special combination to show on the receipt.
the whole time elapsed was the identical time that it would have taken to get a standard menu item, at the same price, of the same quality, to my exact desire.
Needless to say, the little red-haired girl's restaurant won a long time customer that day. AND I have used this example many times as to how a company CAN provide customer-centric products, timely, and cost effectively.
Walt Disney is credited with saying "it's kind of fun to do the impossible". I think it's even more fun to make what others' think is impossible the standard.
just my two Lincolns.
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