In 2004, services sold alone or as support features to the sale of goods and products accounted for over 65% of the gross domestic product (GDP) in the US, 50% of the United Kingdom’s GDP and 90% of Hong Kong’s.
What if the services sector competed for clients on the basis of “ease-of-use”?
Develop and apply ease-of-use concepts to pure services? Our clients’ services? Our services? Law. Accounting. Consulting. Advertising. And anything where a service or product-service mix is part of what you pay for. In other words, pretty much everything–and the direction global markets now march, in good and bad times.
Ease-of-use for services. Sure, and why not?
Consider for a moment just products. In 2006, The Folgers Coffee Company was awarded an Ease-of-Use Commendation by the Arthritis Foundation for its AromaSealâ„¢ Canister. If you’re a Folgers® drinker, you notice that Folgers® added an easy-to-peel tin freshness seal (no need for a can-opener), a new “snap-tight” lid and even a grip on its plastic red can.
The great companies many of us represent do spend money and expertise on making their goods, equipment and products usable. Think about your car, your luggage, your TV remote (well, strike that one), your watch and even grips on household tools. Think about Apple, Dell and Microsoft. Each year they think through your experience with their products and try to make it better. Continuous improvement models for “things.”