leadership

The iPhone and the diary dilemma!

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Sure, innovation and creativity are imperatives for every successful business – but I’ve found another. The ability to adapt to change.

The iPhone and the diary dilemma!

Marcia Griffin

Last week I wrote about imagination, creativity and innovation. This week I have been thinking a lot about the need for balance between continuity and change. As someone said recently, the only thing that is brighter than our past is our future!

I guess the people and businesses that survive are not the smartest but the best able to adapt. I think Darwin had something to say about that.

So in addition to imagination, creativity and innovation, we need another characteristic – the fitness to adapt to change.

As I sat in a restaurant in LA last week a young man came in and sat beside me. He was using his iPhone – I was totally fascinated by this BlackBerry type gadget that is very sleek and could do everything; phone, fax, and internet. He was able to make every type of contact he needed to while sipping on a cocktail.

As he tapped with his fingers on the keyboard that came up on the screen, I noticed he was Googling earth and then enlarging the picture of that part of LA he was looking at. It made me realise just how interconnected we all are and how easy it is to do business anytime, anywhere – truly a revolution in front of our eyes.

The cool young man told me, after he contacted Apple, that the iPhone would be available for use in Australia in 2008. I made a commitment to finally let go of my diary, which I know many of you had replaced with a BlackBerry years ago.

So there we have it. A communication revolution that has really changed the nature of business.

But at the same time this week I have also had some very frustrating experiences with some large businesses that have taken the communications revolution the wrong way. Dial 1 for X. Dial 2 for Y.

As a consumer I just want service – will that ever change?

I think that the businesses that will be stand-out successes in the future will take great advantage of the amazing new world of communication but understand the importance of customer and personal service – or is that just the baby boomer in me speaking?

I am really interested to hear if Gens X and Y are as keen on customer service. Or is the impersonal connection of the internet OK for you?

Are there some products or services that no longer need a person in sight? Do we now only need customer service for luxury items? Can all commodity type goods be handled by the internet? How do we combine the two?

Many questions and more for business to address as we try to combine the best from the past with the best of the future. Should I keep my diary and get an iPhone??!

To read more Marcia Griffin blogs, click here.

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