Category Archives: Technology
Today I have been thinking about innovation. More specifically about how and why some organizations seem to have mastered the art of innovating while others struggle to adopt a culture that embraces change and innovation. The level of industrialization and quality of the processes that run and support an organization, and that make it achieve excellence in their day to day operations and products, whatever their nature, are sometimes the worst enemy of creativity and innovation.
Yet some companies have mastered both sides of the coin and are able to execute, operate and manufacture with atomic precision while creating a corporate culture that promotes and embraces thinking out of the box, pursuing new ideas and pushing the boundaries to create better products and, ultimately, progress.
I have to admit I admire those organizations. And every time I go through this thought process, I end up thinking of my favorite example of innovation at a great scale: Concorde. It is not the first time I write about this beautiful machine and what it meant to commercial aviation, yet I still find amazing to learn the amount and complexity of the challenges faced by the men and women that strongly believed that they could deliver something that changed the way air travel was understood, and they did. They proved that determination and the right culture for innovation can go very far, so far, that they created a gap in progress.
Enumerating every single innovation that Concorde brought would be material for a large number of books, but there are still a few items worth mentioning. The most curious one is how the effect of drag at high speed generated so much heat, that the nose tip would reach temperatures well beyond +100 degrees celsius, even though the air at cruising levels would typically be below -60. This meant that Concorde would be longer (up to one feet) in the air than on the ground. Due to its higher takeoff and landing speeds, the brakes where a crucial component, being the first commercial aircraft to be equipped with carbon brakes. This, together with the early introduction of fly by wire as mentioned in the previous post, mark just an example of the challenges that had to be overcome with the help of creativity, innovation and determination. All of this, using 1950-60s technology.
More than being just a beautiful machine and possibly the most sleek and elegant commercial aircraft ever built, it is a living -at least in our memories- example of the culture of innovation that can change the world.
Today I attended a very interesting session about Customer Service, in which it was made clear that customers expect more than service excellence, they want to be delighted. Apparently customer expectations have gone to a complete new
level, in which Customer satisfaction is now worthless, customers expect that their needs are anticipated, they want to be surprised well beyond their expectations.
We all try to differentiate from our competitors by improving and continuously improving our products, services and processes, implementing better and more sophisticated technologies that enable us to do more with less, but this, by itself, does not bring customer satisfaction, furthermore, it does not delight our customers. No matter how good our systems and processes are, most of your experience as a customer will be down to the person that managed the interaction with us. This will determine whether you will be satisfied or not. Even though, Customer satisfaction is no longer enough. It is now necessary to delight the customer, which is down to how you make your customer feel throughout the whole interaction. Whether you are able to anticipate their needs, and create that wow factor that will be long remembered after the interaction.
The shortest distance between two persons is a smile
Yes, technology can help provide the necessary tools for staff to be more efficient and provide a better service. It is a necessary, yet not sufficient condition for delighting your customers. It is down to the physiology of your customer facing staff, the way the talk, the way the make eye contact and above all, the way they smile. And this is not something that is taught in a customer service training, it is something that needs to be part of the DNA of the Organization. It is the face that you have when you arrive at work that will be seen -and remembered- by your customers. What differentiates good companies from great companies is precisely that, their staff, and how the culture they breath every day influences them, which will ultimately determine how genuine their smile. After all there is nothing worse than a clearly fake smile right?.
As the session went by, I started remembering a few past experiences in one of my favorite companies, Singapore Airlines. Air travel is by nature very anonymous, as you share a small space with a few other hundreds of passengers, and crew see hundreds, if not thousands of customers every week. This seems to be the perfect base of an impersonal service. Yet after so many flights I still get impressed by how they are able to transform an anonymous experience into a personal one. And how they are still able to create that wow factor, by going that extra few miles that are not in any onboard service manual. It is not only about saying please or thank you, it is about genuinely and generously keeping your ego to yourself and letting customers have their moment.
Not all crew are the same, of course, and there are always good and bad days. But one thing (and I say this by personal experience), these guys are just doing it right and they have managed to create a whole corporate culture around customer service that clearly pays off. The most remarkable flight I have had onboard any Singapore Airlines plane will not be remembered by the quality of the seat, the food, the amount of champagne of the movies offered on the entertainment system. It will be remembered by how genuinely the crew smiled and took care of me throughout the flight, and how they went well beyond the service manual to make sure I enjoyed the experience.
Once I was told that the only thing that truly can differentiate ourselves from our competition, and that can not be copied by them is the human being and their attitude. The session today was all about it, and I can only tell by personal experience that it is very true.
It’s no secret that apps have changed the way we consume content and software, and expressions like “I have an app for that” are now part of our daily lexicon. Little by little, the appmania has been overflowing SmartPhones and Tablets. TVs where the next conquered territory, and now it seems that cars, and more specifically, on board infotainment systems are the next frontier.
Key players in the industry like Denso, QNX, Magneti Marelli and the traditional car manufacturers are already working in their respective strategies for bringing apps to your car. While most of the current trends are around driving performance and self-diagnostics, extending the features currently available on most infotainment systems, some brands are already introducing very popular general purpose apps. Read Lexus here, and the recently launched latest version of their on board system, Enform, which includes some interesting apps available on board the car. Things like buying movie tickets or booking a table at your destination are now possible, even through the cars voice commands. Even checking in your destination on Facebook is now something you can do behind the steering wheel.
This probably opens a new question behind the technology on which these on board infotainment systems are based. Will we see Android or iOS based in car navigation systems?. It would definitely be very exciting as this would mean instant availability of thousands, if not millions, of apps right to be installed in your car. Interesting potential advantage for Android as some of the current platforms are already based on Linux, which could mean easier integration of Android-based apps onboard.
Often progress and technological evolution is seen as a continuous and relentless process. Some industries progress faster than others, and every now and then, there are huge steps that create a huge gap with the precedent technology. But extremely rarely, evolution goes backwards and progress is inverted, creating an anomaly in progress, a situation in which something that was technically possible is not possible anymore.
This is the case of Commercial Supersonic Travel and the incredible machine that made it possible for 27 years. Concorde.
The more I look into the history of how this beautiful craft was designed and built, the more admiration I develop for the huge, quantum leap that designers and engineers managed to make using 1950’s and early 1960’s technology. Interestingly, some of the techniques and technologies developed for Concorde are still being introduced gradually into modern airliners, like fly by wire. Now widely adopted (Airbus first introduced it after Concorde in 1988 on the A320 family, whilst Boeing waited until the 777 was introduced in 1994), it was an example of how Concorde was way ahead of its time.
A controversial machine, though, environmentally unfriendly for the noise its four Rolls Royce Olympus engines generated, and its generous fuel burning, yet an incredible breakthrough in progress, so big, it constituted one of the very few anomalies in progress. Nearly a decade after it was withdrawn from commercial service, there is no sign that Commercial Supersonic Travel will be possible again in the near future.
This might be true from multiple points of view when it comes to the naming of the yet to be unveiled iPad 3. It seems that not only will Apple release the 3rd version of the popular tablet as early as in a few weeks time from now, but also that more than one version of it will be available at the same time. This somehow breaks the evolution of the iPad product so far and might be a sign of the popularity the Amazon Kindle Fire is enjoying.
Up to now, the iPad and most of its competitors have been positioned too closely, with this being the reason for the failure of most of them. Kindle, however, is probably on a class of its own. For the moment… Obviously Kindle is not meant to be a replacement to the iPad, as sales figures of the Apple product seem to prove, however, it might have uncovered a gap in Cupertinos product line, where there might be room for a lower spec iPad in between the iPhone and the high-end iPad 3.
Yet to be seen is whether this strategy would pay off for Apple, as Amazon seems to be way ahead covering the low end of the market, with sales figures in excess of one million units per week.
It would also be interesting to see how Apple will approach the developer community, as it looks like now applications will have to be available for multiple screen resolutions and screen sizes.
There is something I quite missed on today’s Apple event. It was not Steve Jobs, and it was not iPhone 5. Actually, whether it was an upgraded iPhone 4 (as it finally turned out to be) or the long awaited iPhone 5, the feature I really missed is the NFC chip built into the latest object of desire.
manufacturers announcing -or even shipping- NFC-capable phones, it is surprising that Apple chose not to make a move on this space. The whole set of actors in the industry, from hardware and software manufacturers to card issuers, financial institutions and merchants are positioning themselves on what looks like one of the next big things in both Mobile Technology and Financial Services.
Apple is known for not leaving anything to chance, so either they do not believe in NFC (clearly unlikely, considering the push and support the technology is getting) or they are preparing something really big that is worth waiting for their next generation SmartPhone to be unveiled.
So is Apple preparing a move similar to Google’s in this space, by combining the hardware -probably linked to the iPhone 5 launch sometime next year- with a complete ecosystem of applications and platforms to cover the whole, end to end payment experience?. Is it wise for Apple to reach the market at least half a year later if they want to have a predominant position in this space?. Time will tell, but it looks that either they have an ace under their sleeve or it will be a big leap to cover if they wait for iPhone 5 to step in.