Jargon of the Day: “Hyper-Customer-Centricity”

The phrase comes from a KPMG ad on CNN Sunday morning shows. Jargon is easy to mock. Every field has its jargon, and often practitioners use obscure or constructed language to flummox even reasonably sophisticated consumers. When I worked in financial services, I used to tell prospective clients who came to me anxious and befuddled, “Look, the market basically does three things. Securities go up, down, or stay the same. Ask whomever you’re talking to to explain things in language as simple as that.” People often signed on with us, simply because we promised to talk with them using reasonable English.

I was so caught up in the phrase Hyper-Customer-Centricity I didn’t pay much attention to the content of the ad, but it did prompt me to think what I like about our fast moving, wired, more customer oriented world, what I’m neutral about, and what I don’t like.

I like electronic medical records a lot. At any point where I might enter my health care system for care, the provider I see has immediate access to my full, current records. I have access to the provider’s care after my visit, and can read the notes in real time. I can see my test results, and go back to compare them with previous tests. The downside, of course, is that anyone who might hack into the system has access to that information too.

I like Google navigation, which means I no longer have to struggle to find the most direct path to my destination, and the fact that Google Nav is integrated with Waze, so that my most direct path includes traffic considerations. I like that Google Nav talks to me, so I can focus on driving and not look down at my phone.

I have neutral, or mixed feelings about Amazon recommending purchases to me based on my buying history, or about Google buzzing my phone to say “You’re at X restaurant. Do you know that X, and X, and X are nearby and accessible by walking and you might be interested in those places as well?” Lots of times the recommendation is on point, and sometimes I buy. If not, I simply ignore the ping.

I don’t like that anyone in the wired world can find my contact information, and email or call my cell phone. I don’t like that ordinary people can be deluged by online stalkers, overwhelmed by threats coming from people they’ve never met. That has never happened to me, but it could — to any of us. I don’t like that hackers could invade my small part of the wired world, and threaten my assets. We don’t need bank robbers like Butch Cassidy and the Sundance Kid, or Bonnie and Clyde, any more. Bad actors can do what they did, and on a far larger scale, simply by making the right sequence of nefarious clicks.

Glad to hear your comments, either about jargon … or, about what you like and don’t like about our hyper wired world.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s