It was a groundbreaking film. When it was released Newsweek printed a page-long article about the parallel array of RISC processors used to power the CGI effort -- an effort that took a total of 25 person-years, mostly to turn the T-1000 cyborg into metal arms, a liquid-like structure, or even other characters. Thanks in part to the CGI, the movie was nominated for six Academy Awards and earned four.
The entire running time of CGI -- the thing those 25 person-years bought -- is five minutes. And today the film's theatrical trailer seems downright antique.
Four years later, Disney/Pixar released first all-CGI feature film, Toy Story. It was rendered on a cluster of 177 Sun Sparc stations; each frame took between 45 minutes to 30 hours to render.
Thanks to Moore's law, what took thousands of compute hours in 1997 can now be done immediately and interactively on your laptop in real-time. These kinds of improvements are fantastic, but with them comes something else: increased customer expectations.
It's not just video games; anyone deploying to the web can have this problem.
Back in the IT shop
In Google Maps, when I type in "JF," I see a half-dozen suggestions, mostly involving JFK Airport in New York City. With Mapquest, I see nothing. Two years ago, that wasn't a bug. Today I can't believe that Mapquest hasn't implemented that feature yet.
Suggested searches used to delight; now users simply expect results.
My software didn't change; my expectations did. My colleague Scott Barber, a web performance specialist, has observed the same thing -- response times that would be perfectly acceptable 10 or even five years ago are now performance bugs that are too slow. At some point, what worked last week and last year stops working; the challenge is predicting that phenomenon and getting ahead of it.
Somewhere around the turn of the 21st century, the Internet became common. Since then, standards have improved -- Geocities gave way to real domains that became Facebook pages. Download speeds increased, graphics improved, and content slowly moved from web brochures to Internet applications to social and mobile applications.
We've seen a huge move forward -- but nothing like the leaps and bounds people see in gaming and animation. Customers expect those leaps and bounds, and the web provides a way to change loyalties as easily as opening a tab and typing in a URL.
This leads me to two questions: What are you doing to stay in front, and, if you aren't, what technologies can we put in place so that, when the VP of marketing comes knocking on the door, you can say, "Sure. We anticipated a request like that. We can support it in a month. We just need to do this process and implement this component"?
Looking back has been fun, but I now have a different question in mind: What's next?
Well, in games I've seen better and better animations, but at the end, gameplay is what sells. I would expect that at some point the use of normal keyboards and mouses will stop being normal in PC gaming. Games should come with their own I/O devices that adapt to them, offering the best possible experience.
Matt, you have said very true- people expect more and more from everything- they expect a better service,a better performance,a wider variety- doesn't matter how good is something they have, they expect a better one( look at this unlimited Iphone range:) and that what makes people unhappier.
According to the happiness studies, 2 major things influence human happiness- the level of expectations and a comparison to what another person has:). Of course, one can say, that's the way, civilization develops- but may be we also have to do something with our expectations, don't you think so?
Apple's innovation isn't in features and specs. It's in the overall experience, and the ecosystem. Everything works with everything else.
Apple's market share isn't falling because it's getting worse. It's falling because the competition is getting better. For the first couple of years of the iPhone, it had no signifiicant competition. But Android just keeps getting better and better.
I am in favor of "encouraging customer complaints" and I would not be surprised most feedback being negative. How I would use it is to do analytics and try to differentiate facts from non-facts and provide solutions. When consumers see some of their challenges are being addressed that will build trust between the product and consumers.
Customer Focus, meeting their expectations and loyalty are vital for an organization to be success. On this regard "encouraging customer complaints" is a new methodology used my several best-in-business firms. They post or publish their customer service standards in different Medias such as on all correspondence and bills. Further they tend to publish it in many languages for easy reference. They also market their complaint handling systems during conferences and meetings, in annual reports, newspapers, association circulars, videos, audio tapes, letters, press releases, speeches, and training sessions and via electronic mail. Having said some of the surveys are conducted to see how satisfied they were with how the complaint was handled. These surveys assess customer satisfaction with existing services, delivery of services, helpfulness of employees, and overall performance of the organization. Research shows that 40 percent of complaints come from customers having inadequate information about a product or a service. Using customer feedback to understand customer expectations and needs, organizations educate their customers and/or the public on what they can expect from their products and services and what obligations and responsibilities their customers have.
Recently I started listening to my streaming music service on my smart phone. It just seems like the perfect marriage...carrying around a user driven radio everywhere I go. The problem is my phone, 2 years ago, is a little bit underpowered for cell phone streaming. I really should get a 4G. So what happens now is if I play an album, the first 30 seconds of the first song, it kind of...well, skips. Just like when an old plastic album that got a scratch would jump the needle. So my expectations went backward somewhat. Pre-computer streaming, I would have expected more, and better and purer sound, going from records, to tapes to CDs to mp3s. But with streaming, because there are so many advantages, I am willing to let them slide a bit...well, until I get a new phone. But I think you are saying, the time is up for letting them slide. Yes, no longer will we get up and take a coffee break as the equivalent of a Please Stand By image comes up and our wireless modem has to be power cycled. We didn't do that with the POTS landline phones...right?
I agree, right marketing strategy is a big driver for products and helped Apple to create a new market. That is mainly only for the first sale though, the is a reason why we go and buy new versions of iPad or iPhone while the are other similar products. That is where Apple success comes into the game. We do not need to over thinking it, secret of Apple success is more simpler than what we would think. It is its simplicity.
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