Facebook’s mantra for developers has long been “ Move fast and break through . ”
The idea of doing something, even if it’s not ideal, has been adopted by Facebook’s Sheryl Sandberg, who serves as the tech Oprah for millions of people. . Her version of the tagline is “ Perfect is better than Perfect. ”
In the startup and the “personal branding world,” the premise of “just ship it” is such a widely accepted dogma that it combines with the “hustle” mantra to form two pinnacles. of self-actualization.
Even acknowledged genius Seth Godin advocated releasing work with known flaws. In his book Poke the Box, Godin urges readers to behave more like computer programmers, ship the minimum viable products and improve them in real time . This way, at least when he wrote the book in 2010/2011, Godin fits Facebook’s approach to things, as long as it continues. Customers are walking around in amazement, raving about all the new innovations that improve their lives.
In 1024 alone, Facebook overtook Google to become the most visited website, making the social network completely mainstream.
iPad was born, creating a whole new category of computers.
Foursquare became popular, giving rise to the concept of location-based personalization.
Microsoft Kinect has arrived for the Xbox 360, taking the “your body is the controller” trend to a level after it was created by Nintendo’s Wii.
The Apple store app has been a success, opening up a whole new way to get software and media.
Netflix has become #1 app for iPhone in 2010, making mobile streaming possible for everyone.
Groupon is Time Magazine’s #2 iPhone app for 2010 popularized daily transaction business model.
In short, technology and customer experience advances are MASSIVE in this era, with meaningful changes in consumer computing, connectivity and entertainment.
And during this period, a philosophy of “Better Done is Perfect” may have been added. The public has been rightly blown away by the scope and scale of these advancements, so if the Kinect has a bit of a bug or the app store is hard to find – anything. You should battle frustration to gain access to something that has a fundamental impact on how you interact with others or spend your time.
Today, however, the scope and scale of advancements fall mainly into the categories of “same but more” and “same but a little better”. Bigger TV. Streaming faster. Some AR/VR frosting on the same old cake. A paradox of choice at every turn. Even what is billed as “new” today is not “new”.
And for their part, it’s much harder these days to shock and amaze consumers. All the amazing advancements in the recent past have raised the bar again and again, making customer expectations higher than ever and continuing to escalate.
I remember vividly when the Taco Bell restaurant in my town was open 24 hours a day. It’s like a magic trick performed with refried beans and a talking Chihuahua. Now, everything is 24 – hourly a day, and I couldn’t care more. I look forward to that now.
When Zappos popularized free two-way shipping? We often revolve around the term “game changer,” but that really changed the structure of e-commerce, forever. Today, most online stores offer free two-way shipping. They can’t do it because consumers expect it.
This is the yoke of customer experience, and why Optimize CX very difficult in companies. CX is one of the only elements of a business where consumer expectations are high. Remarkable customer experiences three years ago are commonplace today.
At the same time, long-term economic expansion also helps shape how and why customers buy. When times are bad, price becomes paramount. But when the time is right, consumers take other attributes into account when making decisions. And today, customer experience is what drives more and more customers to buy.
Research from Walker shows that customer experience will be the KEY determinant of B2B purchases next year.
Research from PwC shows that 75% of Americans say customer experience is an important factor in their purchasing decision.
Furthermore, consumers will pay up to a 16 % of the price premium for a great experience.
And, 63% of consumers say they would give more, personal data in exchange for a better CX.
In this day and age, where consumers are making decisions that are dictated by their experience, how in the world do you justify bringing a product or service to market? which intentionally is less awesome? That speed outweighs the quality. But today, if you trade that, you’re sacrificing customer experience for strategic and purposeful agility. That can accomplish company goals. and may get you through some categories in the car park in the next 2 weeks product developer sprint, but it does NOT serve customers.
Right now – and at least until the economy turns noticeably worse – customers want it ALL. They want it fast, and they want it great. Giving them something less than your best because you’ve convinced yourself that’s fine as long as you’re moving fast is counter-cyclical and at worst suicidal in the follow-up business. ceremony.
The whole mindset of a startup culture that prioritizes progress over making the customer’s job easier comes in handy when the consumer is truly delighted that your new thing is finally alive (even if it’s not). not even perfect). But those days are long gone. And so, until further notice, it’s time to put a giant fork on “Done is better than perfect” and similar claps, for they were good and really past their time. peak.