Here’s a video about the future of payments using a smart phone.

I can see this as a customer service option for those who want to use it. Starbucks allows you to use your smart phone with a Starbucks mobile app to pay for your purchase at Starbucks. It works the same way a Starbucks card works and the app creates an image scan-able at a Starbucks store.

Venmo, is a piece of software that allows a group of people to at restaurants, bar tabs, lunch, grocery bills, utilities, cable bills, rent, cab rides, and tickets using text messages. It is currently in beta mode and only in sites in the US.

Amazon TextPayMe service also allows you to send payments to your friends, split a bill, or chip in for a group gift, with text messaging using the payment information in your Amazon account.

While these are independent applications today, if consumers get used to doing things like this, they will expect to be able to pay their bills using their cell phone. Payment by phone will become table stakes for a bar or restaurant, coffee shop, maybe even cabs and grocery stores.

In an article, Jack Dorsey on Square, How it Works and Why It Disrupts, the author talks about  another technology called Square, which might replace point of sale cash registers.”The future is being driven by three macro trends: the pervasiveness of the mobile Internet, the increase in the use of electronic payment systems and most importantly, the availability of low-cost, always-on computers (aka smartphones) that allow sophisticated software to conduct complex tasks on the go.”

The combination of computing and connectivity without being tied to a location is one of the biggest disruptive forces of modern times. It is (and will continue) to redefine business models, for decades.

Customer satisfaction is the balance between what customer’s expect and how a company performs. These new applications are generating new ‘expectations’ never thought possible in the past. Some of these mobile phone apps and point of sale hardware will take hold and spread and become embedded in what customers expect. And customer satisfaction and business results will be affected by those who fail to keep up with consumer based technology.


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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

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