Blame It On Star Trek

bysubcpo14

2.1K followers

6 years ago

We have come a long way in customer service and expectations since I was a child and the rate of disruption appears to be increasing with no end in sight. It seems like only yesterday, if I wanted to purchase something or required assistance, I would need to wait for available business hours and if not in the local area it could take days or weeks to fulfill my need.

Many of you do not remember blue laws where stores were not open on Sundays, floating checks a couple of days before payday because you had to, submitting customer service or orders using the U.S. Mail, paying for each long distance phone call you made, and many additional areas where there was not near immediate satisfaction.

One technological change we will continue to experience at a quicker pace is self-service terminal deployment which should improve the customer experience for tasks that are mundane or not complex. Think about where you see kiosks today, airports, financial institutions, restaurants, retail stores, post offices, car rental locations, motor vehicle departments, medical facilities, and the list goes on.

Why has the modern day consumer accepted self-service and in some situations demands self-service capabilities?

Millennials have helped it along but are not to blame. Boomers and in between generations have helped it progress but are not responsible. The stated reasons are listed below, but I believe the real culprit is Star Trek, and I will explain why using the expert's ideas below.

• Overall speed of service is critical to customers - the transporter delivered instant gratification for travel and Bones could resolve illnesses with limited delays. Check 1 for Star Trek.
  
• The concept of regular business hours has changed - Jim Kirk would kick butt any time of the day and racked out the crew with no concern about regular hours. Star Trek also had its only timekeeping scheme. Mark 2 for Star Trek.
  
• Web sales and web-influenced sales are growing - The Enterprise computer and replicators were the ultimate in now technology and shame our fastest delivery methods. Score 3 for Star Trek.
  
• Liquid expectations are raising the bar - The Federation, Romulans, And Klingons constantly compared potential partner species. Puts out current day customer satisfaction techniques to shame. Put another point on the board (4) for Star Trek.
  
• Mobile technology has increased consumer comfort with virtual agents - how about communicators and the ship's computer. Look at how familiar our modern day devices resemble futuristic devices. Yes, this makes 5 for Star Trek.
  

Sure, there are other reasons, but I believe I can argue that if Star Trek did not air in the mid-1960s and spawn additional series, we would still be using touch-tone phones, resolving issues using the U.S. Mail, and shopping at K-Mart but not on Sunday.

Perhaps I am oversimplifying, but I believe Star Trek has directly impact technology improvements although there are some that think Area 51 is the key to these advances.

What are your thoughts?

It sure is interesting being fifty plus going on fifteen.

Have a great day.

Jay