Serving Customers, Not Just About Web Sites Or Social Networking Anymore

While watching TV the other day, I saw a commercial from Nationwide Insurance about their new iPhone app. Nationwide customers who own an iPhone can use this app to help them file their claims. It will take a photo of the accident, help you get the other party’s insurance information record the GPS location of the accident scene and submit the claim.

The app is free and can be obtained from the iPhone Apps Store.

I think that’s so cool. It’ s stuff like these that I simply love helping clients with (Nationwide is NOT my client). It’s not always easy to see the way how to marry your product or service with technology. I give Nationwide 7 out of 10 points for creating the app.

Why only a 7? Well, because the iPhone is not the only phone out there. True, many will make the case that it is popular, they have a huge following and you go where your customers are or want to be. Still, I imagine I’d feel really bummed out if I were a Nationwide customer – I own a Windows Mobile phone and have no plans of switching in the near future. Then, there are Blackberry users too who have a huge following and is very popular. Admittedly I didn’t spend much time to find out if they are developing apps for other mobile platforms. Maybe they are and I haven’t seen it.

So while the idea is great and they are piggy backing on the whole iPhone Apps cool factor, it can also be a slippery slide tech slope. On the other hand, I think they are heading in the right direction, which is in line with my thinking all along that businesses now have to think beyond just web sites and social networks but actually integrating into customers’ lives and making it easier at the same time.

Now, to see how well it works and how well the rest of the company responds or embraces this. Technology is only a helper. Ultimately, Nationwide still has to deliver their ‘goods’.