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Re: Internet Trends 2016
With regard to retail, I've been amazed how quickly Omni-channel communication and efficacy has taken the place the human sales person and efficiency. I'll offer one recent example from my personal life. I wanted to buy a car for one of my kids who is still driving a hand-me-down of a hand-me-down. I was surprised to find that her view of the car buying experience was the one I'd told her about when she was a little kid. It was completely adversarial. No mercy.
But, as some will know, it's completely different now. You do all of your research up front. Narrow your list, we chose four candidates. Then go drive each of these cars and decide which one you like the best. Pick a color and some options and then Google your way out from the nearest dealer until you find a car that fits your requirements.
This morning I started that search. Five minutes later, I found the car about 40 miles away from her home. I submitted a request for a quote with a note that I was buying a car in the next week. I got a call five minutes later and a quote 15 minutes after that. I called back to work out the logistics and finances. Total wait time to complete, less than one hour. Work time, 10 minutes. Did I get a good deal, hell yes, all they had to do was be perfectly effective and close. Everyone else did their work for them.
What amazed me is that no one prior to the sale realized that they were working in a pre-sales, demonstration mode. This is happening fast enough that people working in the business don't know what business they're working in. And this is just one example and the process is still much less effective than it will be in one or two years.
For a concise, readable summary of iTulip concepts developed over the past 16 years and a vision of a challenging next decade and how to navigate it, read Eric Janszen's book "Post Catastrophe Economy".
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