I am 56.
Maybe I am unusual in that I was exposed to computer technology at a very early age (13) and I have spent my entire working life in the technology industry from support to marketing, to sales to account management.
But I am becoming more frustrated than ever with customers who are it seems to me becoming more technologically stupid.
Let me put together a few recent instances and create an imaginary customer who I shall call Mrs. Jones.
Mrs Jones is an office administrator at a well respected company. They use a software solution that my company wrote and we support and enhance.
We regularly provide updates to the different software components of the solution and it is the customer's responsibility in the case of Mrs. Jones to download the solution from our FTP site and follow the written instructions to install it. These instructions are specific for each site as each installation is different as the customers have different servers with different names as well as locations on the server that the applications are installed in.
Mrs. Jones fails everytime to get the software installed. With each failure comes the assumption that our software is wrong or that we have changed the instructions. This assumption spreads to the senior management in the company who now question the effectiveness of our solution.
Mrs. Jones is about my age and yes has not spent a working life in IT but please it is a simple process of some 4 steps to download and install the software. It is more complex to parallel park a car and plenty fail at that.
We have over 500 installations of the software in Africa but thankfully only a handful of Mrs. Jones.
Am I just getting impatient? Or do I expect the customer to be more IT literate than they are?