When I logged-on to the Internet from the Sky Club at the Minneapolis airport this morning, I noticed something important. For the first time that I can remember, I didn’t need to grab the password of the day at the front desk. I just clicked on the SSID, and it took me online. I also noticed that instead of being dropped into the main Delta Airlines website, my opening page was a new Sky Miles landing page, showing me today’s weather, an app to track my incoming plane (to see if it was on time), and the major news headlines of the day.
But all of that is not the most important thing I noticed. I noticed my reaction: “It’s about time," I thought. I expected this kind of convenience, even thought I didn't realize it until it had been provided.
Implications: So, either I’m becoming a snob—which I don’t think I am—or my expectations of what to expect from the online realm have grown faster than many of the companies I come into contact with.
I know there are technically-oriented people who expect much more than myself… from the web, their smart phone, their service providers. And I know there are people who might expect much less than I, content to still write checks on paper, or make a bank transfer by telephone (voice call).
I wonder where I sit on the early-adopter-late-adopter continuum.
More importantly, I wonder where your most important customers might be. Are they click-happy tech-types, eager to text their way through any purchasing process? Are they the kind of folks who want a person-to-person conversation? Or, are they a little of both, depending on the situation?
[Note: This posting has been published courtesy free Internet service from T-mobile and Delta Airlines. I really do appreciate the upgrade.]
Mike Anderson
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