Tag Archives: Insanely Simple

Everything will become mobile – fact

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Lots of people are still referring mobile like it’s a different channel these days – be it for computing, retail, consumption, gaming, distribution or anything.  A few years back maybe that was valid but since the birth of the iPhone back in 2007, things have changed and changed radically.  Mobile phones are now everywhere and yes pretty much ubiquitous.  Not just mobile phones but smartphones with technology and computing power in them that we couldn’t have dreamt of back when mobiles first came out.

The slide below says so much.  Think about it.  There’s more – and that’s a lot more – computing power in a mobile phone today (2011/2012) than was needed to send a man to the moon back in 1969.  That’s in my lifetime.  What about the next 40 years?  It’s the first time in a long time, that it’s virtually impossible to say where the next 5, 10, 15, 20 years or longer is going to take us.  Technology is changing so fast and is having a massive impact on our lives!

A nice video showing the evolution of mobile phones up to today…

So what do we do with all this computing power in our hands (quite literally) 24×7?  A lot yes, but no where near as much as we could do.  We listen to music, take photos and videos (and edit them and view and play and distribute them); play games, read books (and magazines and newspapers – if you’re so inclined yet – we’re well and truly getting there now; “It’s official the 6 year olds verdict is that digital magazines are better”), find out where you are and get directions to where you want to go (visual or verbal ones); track a run (or bike ride or swim or any physical activity for that matter) and improve your training times and distances; communicate with friends, family and pretty much anyone else (not just by calling them – yes you can do that as well on smartphones); buy and sell shares; take notes; give and write presentations; write (and publish and sell) a book; buy and sell just about anything to anyone anywhere; send cards (and postcards), control your TV; listen to the news of the hour in any country; make music (with drums, pianos and guitars and lots more); find your away around the tube; figure out which London 2012 Olympic events you want to go to and more!  The list is huge and it’s growing and it’s fast moving away from just consuming content.

Breakthroughs – and they are breakthroughs in how simple (that word again – “How simple should it be?  Insanely simple”) the technology works – like Siri are changing how we use them and what we use them for.  Equally impressive is Microsoft’s Kinect.  Voice control and gesture control are the future!

Apple’s strap line for Siri – above – says it all.  Imagine all technology with this level of intuitive control – it’s coming and soon.

I digress slightly – back to mobile…

Another slide (this one and the one above are from the McKinsey June 2012 web presentation on “Understanding consumer behaviour” – well worth a read) that illustrates the growth of traffic (lets call it data or usage) for mobile and desktop computing over the last 4 years.  So during the time since the iPhone’s been around – and look at the trend, mobile is growing…

Now this is my point – mobile is growing but it’s becoming the normal way we (as consumers and more and more as businesses) interact with content (that word again – and there is a risk that we could over consume it – “Content over consumption coming soon”).  It’s no longer another or a different channel.  More and more of our time with technology and content is spent on our smartphones and yes while mobile – and by that I mean when not at a desk.  We need to think differently about how we embrace a mobile world – both in the workplace and at home – and how we interact with it.

Business strategies need to change and make sure mobile it’s part of the core business – both for your teams and your customers.  Along with mobile comes digital – another word that means so many different things to different people.  But it’s the same – it’s another channel and distribution method that’s fast becoming the norm – and it’s not just marketing.  One for another blog post.

On a similar thread see this post from The Guardian this week…

It asks, why mobile for business and has some good points.  But I think it misses a critical point – mobile is not an option.  This is happening now.  It’s more what strategy should you take to get on-board with mobile and how to best make it an integral part of what you do.

And another post this week by Rene Ritchie…

This one I really like.  Apple brought the computer and the power that brings with it, to the phone.  They fundamentally changed what phones were and how people – consumers (pretty much everyone I know – any age) use their mobiles (and what they now expect from them).  Rene’s last line is poignant and carries a very simple message…

All back to Apple’s drive for simplicity.  Yes I am an Apple fan and love what they’ve done with technology generally, but for mobile they changed the way phones were perceived and used and now everything is becoming about mobile.

The Orange T-Mobile strap line from their merger last year fits very well and this is what mobile is now and the key is understanding consumer behaviour…

Simple does work – another good example of how to do great service

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Apple have done it again.  A nice post from Cult of Mac on plans by Apple to improve their Genius Bar services… 

Very simple really – change the tables to get more customers in.  I don’t doubt they’ll also bring in more Genius staff to help.  Bigger tables with more customers and the same number of staff won’t work – and Apple know that.  See my earlier blog post – “How simply should it be?” – that talks about keeping things simple at Apple and it’s part of the culture there and it works.  Great services, great technology, great products and the rest.

This table layout change is another great example of this approach.  It’s easy to do, very simple and won’t cost much, but the impact on the customers will be huge and very positive – more great service.  The Apple Store at the Bentalls Centre in Kingston has done something similar recently but expanded their store at the same time – clearly not always an option.  But they’ve now got more tables, with quite a few of these new long ones, lots more staff and the kids’ tables.  These stores where they’re testing the new layouts minus the kids’ tables, should think again.  The kids love them and they work.  Kids are kept quiet, so parents can browse and interact with the Genius staff more (and yes ultimately buy more Apple goodies) and the kids are playing with great apps on the iPads so very quickly learn to love iPads and Apple and become little fan people in their own right.  Genius!  Getting the next generation into good service from Apple – now that’s long term investment planning at its best.

The challenge – as the Cult of Mac post rightly points out – is providing this improved great service when space is a premium.  How do they do it?  I’ll tell you how – as they’ve done in Kingston here, have less space geared to selling products, as bizarre as that sounds and more geared towards service.  It works.  People coming into Apple shops have a good idea what the products are and want to see and play with them – the big ones (like iPads and iPhones and iMac and MacBookAirs).  Not so much the accessories that take up lots of space.

Does this approach work for you?  Is it about service for retailers like Apple or do you prefer the PC World, Curry’s type approach of products, products, products everywhere and hardly any staff who’ll stop and listen?

On a side note, what do you call more than one (Apple) Genius?  Genius’s?  Geni-i? Guru’s?  One to Google…

How simple should it be? Insanely simple. Please don’t complicate it.

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I was invited to a conference at Imperial College last week – my old college from a few years back – given by Ken Segall, the author of “Insanely Simple, The Obsession That Drives Apple.”.  The conference was part of the Business Leaders Network (BLN) CEO Tales series of talks and kindly arranged by Mark Littlewood and his team.

As strange as it was sitting in the chemistry lecture hall, for a physicist from Imperial, it was a superb evening. Ken’s talk was inspirational and gave some unique insights into that amazing company that is Apple.

For more info on Ken you can visit his own blog and web site at…

Some great quotes from Ken’s talk were:

  1. “The customers’ job is to be amazed by our products.”
  2. “Apple is all about passion, simplicity and technology.”
  3. “You have to work hard to get your thinking clean to make it simple.”
  4. “Simplicity is not a trend. Simplicity is permanent.”

Number 2 is mine but fits the general theme of the evening and Ken’s talk.

The most profound thought for me was this:

Simplicity = Brains + Common Sense

It really does sound so simple.  What do customers actually want?  Things to work, products they like and good service – that’s it.  But too many companies get bogged down in complexity – the world is by it’s very nature complex and we are, but simplicity is where we want to be.  Too often I hear of companies saying they can’t do x, y and z because of their processes and the individual you’re speaking to is given no leeway with processes – they have to be followed, or else!  Why?  Surely the processes exist to ultimately find and retain customers.  Banks are a prime example of this.  A great example this week, trying to reset the password for an online account of Mrs. Noble and being told we then had to be sent the new password in the post.  Say what?  It’s an online account.  But processes were in place and it seemed there was no way around them.  Even trying to then close the account provided a challenge, though we got there eventually.  A surprising call from the customer complaints team the next day who couldn’t believe how the call had gone and were very apologetic.  These guys weren’t all singing from the same song sheet.

This call could have been handled so differently – the results were the same, but the reluctance to listen and to stick with complex processes that no-one quite knows why they’re there, is a common problem.  Thankfully it’s one Apple have dealt with and simplicity is at the very heart of their culture.

On a similar theme, the Apple Store in the Bentalls Centre in Kingston-upon-Thames, has undergone a facelift recently.  The store has been expanded and whilst expanding their moved upstairs they borrowed someone else’s shop.  Temporarily smaller, but the same great Apple experience and recession or not, the same high volume of shoppers in there and coming out with lots of new “i” somethings.  The new shop opened this Saturday and by complete fluke we went in to sort out an iPad problem.  Booking made for a genius appointment about 45 minutes before the slot and very painless on Apple’s support web-site.  Booking slot missed, as we were late but no problems, rebooked there and then by a friendly staff member and seen within 2 minutes of arriving.  Nice!

I’ll sidetrack a little to fill in gaps about the iPad problem – as it also nicely illustrates how good Apple are.  We bought our iPad back in 2010 when they first came out, and it’s been working perfectly and kept in perfect condition (touch wood) despite being actively used by the 2 growing up fast little Nobles.  It had to be replaced earlier this year as the screen was scratched by a car game that we bought in the Apple Shop.  Not their fault but they sold the product that caused the damage (when it shouldn’t have) and they swapped it no questions.  The replacement one has had issues with the USB connection since we got it but it’s taken me until now to go back with it – and 5 months after replacement it’s well outside of the normal replacement warranty.  The Apple genius listens, says he needs to check if they can swap it, comes back in 2 minutes and sorted – swapped at no cost and the replacement has another 90 day warranty.  This sort of service is exceptional, no-one else does this.  And this is why the shop is always so busy – people get this type of service and great products.

Back to the shop expansion itself, this was the morning the newly refurbished shop opened.  And wow, it’s nice.  Still the same amount of shelves selling kit but twice as many tables now for people to talk to Apple staff on and try out products.  And – and this is the good bit – more than twice (at least it looked that many) the previous number of staff in the shop all helping people.  This expansion has all been about expanding the service, it’s so very clever and very simple.

They even now have 2 kids tables set up, with kid’s cool chair things and lots of new iPads for them to play with, with kid’s games installed.  Again a very simple idea.

Apple do it right.  Sure I’m a huge fan but there’s a reason – these guys are passionate about technology and service and the customer, and so am I.

And finally a link to some pictures from Ken’s talk last week and a write up from the BLN.  Thanks Mark for the invite and a very enjoyable evening.