My husband and I took our seven year old daughter to see the new 3D movie “How to Train Your Dragon” this weekend. http://www.howtotrainyourdragon.com/ We thoroughly enjoyed it – funny, sweet, well designed and yes, predictable. I found it interesting, hearing some of the negative comments from the other movie goers regarding that very predictability.
Perhaps it’s just me (and I trust you to tell me if I’ve gone awry) but when did predictable become a negative thing?
When I go to a movie with my child, I want some predictability. I want to know that we won’t have a repeat of the Happy Feet experience. We are going for a certain type of fun and it’s satisfying when you get what you pay for.
This is a customer experience, right? I think that many customer experiences are based in a need for predictability. You have expectations and you want those expectations delivered upon. Do you know what qualities your customer’s expect to have every time they use your product? Do you know how important that predictability is to them? Do have measures in place to ensure you don’t break those most predictable moments?
Maybe, just maybe, predictability is a lot better than we think.
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