If the 2014 can be hailed as "customer year", then 2015 is definitely called the "experience of the year." Here are the three major trends in 2015 (and beyond) that will subvert the development prospects of the enterprise.
1. Shifting power to consumers and their experiences
The impact of multiple forces has made this a reality. The cost-cutting and offshoring of the transition led to a backlash, prompting consumers to ask for more experience. The power of an entire generation has been driving it customization, while new entrants to the market are expecting and demanding that the level of quality of the IT experience reach the level of everyday consumer products and services. Today's social networks have completely put consumers in a dominant position, so that their expectations of experience will only rise.
The whole industry seems to dare not have flat ...
· According to the survey conducted by McKinsey Research, 70% of the purchase experience derives from the customer's feeling of being received.
· By 2020, according to customers 2020, customer experience will replace prices and products as the most crucial factor in distinguishing big brands.
I've also seen a lot of evidence that it industry giants are aware of that. I've also heard a lot of stories about the poor adoption rate of new IT industry. Now, these failures are no longer blamed on poor planning, bad preparation or technical immaturity. The Giants are beginning to acknowledge that their team lacks knowledge of the technology target users. For example, using a digital manual instead of a print manual The theory of a perfect solution finally failed because it was later found that users liked to use printed manuals and often wrote a lot of notes on the margins. This problem can be easily discovered if you can communicate with the user before you start to solve the problem and put yourself in your shoes.
And on end users, we hear a lot of feedback like, "It companies don't know what I want," or "feel like they're just being honest with me". These feedbacks range from health care to manufacturing to High-tech. For the search and testing of more human-centric approaches (such as design thinking, streamlined start-up, Journey map drawing, and so on), it giants are not only prepared but also very active.
2. The brains of the manufacturers will take the initiative to assume the overall experience of responsibility
From 2015 onwards, you will see more and more manufacturers take the initiative to assume the responsibility of client to terminal experience, instead of sticking to their own three-acre. This reminds me of the story of a co-worker eating at a restaurant on our side. She said that once she had ordered a meal, the restaurant owner came up to ask her what kind of car the people were driving. Then her face puzzled, and the boss smiled and raised a packet of coins. Originally because of the construction reason, the restaurant car park was closed, leaving only a short time meter parking space. So the boss chose to take the responsibility for the customer experience rather than feed the guests.
Jobs was fully aware of the importance of all aspects of the experience. Apple itself already has a very good product, and its online store is satisfying for users. But the real-store experience is not theirs. But Mr. Jobs took the initiative to take on the responsibility of improving the real-store experience.
So what about your company, is it just content with "feeding customers"? How much user experience would you like to take on?
To be the leading brand of tomorrow, we cannot confine ourselves to product and technical support only.
To be the leading brand of tomorrow, we cannot confine ourselves to product and technical support only. It is also a complete planning of the customer experience and careful investigation of all the factors that may hinder the experience. Even on the way to the customer's journey to find more than expected, to bring customers surprises.
3. Design thinking and streamlining not only applies to startups
In Bay Area, you can hear "core, experiment, put yourself in a failure," and so on, every passing Starbucks. The whole industry is driving the development of start-ups. Companies of all sizes are experimenting with innovative approaches to various types of projects and products. For example, in Citrix, we have been thinking about the design for five years, and its most fundamental philosophy has been deep into the blood of our company.
We are now experimenting with in-house incubators and accelerators to integrate the best design thinking, streamlined start-up, agile development, and other approaches into a fast-paced collaborative environment, pushing teams out of their comfort zones and forcing them to learn to adapt. The most amazing thing is that we find that the vast majority of project types or difficulties can benefit from this approach. In this respect, we are not alone because I hear more and more companies are willing to collaborate, write and learn. You can look at the blank and Eric Ries, the godfather of customer training and streamlining, to see what they've been up to. We'll find that they're more focused on the big business, not the startup sector. We assume that they mainly use their own company's products, which means they are driven by demand and interest.
So if you're still sticking to the stereotype that streamlining applies only to startups ... Then I'm sure you'll change your mind before the end of 2015.
Original address: Uec.nq