In its relatively short life tele-visual entertainment has evolved from a largely passive experience, in having to press very few buttons actualised in switching on a television, and since the 80s a VCR, into an effort which some would consider is arguably akin to commanding a lunar module landing.

This once banal affair has manifested into having to log into a myriad of services, turning on home theatre systems, peripherals, and switching between multiple inputs to ultimately get the same result – entertainment.

In what were once a one way broadcast experience is now an interactive intifada, lobbing you into a fray of wireless remotes and button pushing frenzy, which, at times, is enough to push your own buttons!

Granted the majority have moved with said times and happily punch in requests to set up accounts, time shift record, log-in to content services and control a multitude of appliances in their customised, converged world.

But what about those who can’t?

Convergence should simplify experiences and interactions, but often it doesn’t.

There is an audience, and cashed up demographic, who love being entertained and enthralled just as much as us interactive intellectuals do, but are thwarted due to its complexity.

Take for example those less technically savvy.

In Australia television is ubiquitous. It’s accepted. ABS data purports it reaches over 99% of households, and thankfully the government’s digital broadcasting initiatives are helping to educate and connect the bourgeois, and in their way spruik its benefits by switching analogue off!.

However, there is still an untapped audience who are disadvantaged in experiencing the latest and greatest because of their inability to use technology.

And this is partly a business failure.

How can we engage those who want what we take for granted but don’t have the means?

By making it simpler.

Why have so many buttons to push? Why not simplify logins and access regimes so just as many who have television, but not interactivity, can arise and be entertained just as we are.

One idea is to ship out these new products all pre-configured and tested.

Let’s pre-punch in their customer login credentials, let’s pre-test the device works and let’s give them a demonstration before it leaves the showroom door.

This is the quality customer service paradigm that could be a game changer.

A game changer which manifests into opening up the technophobic to the technology world while deepening, and improving, the dealings in our customer relationships.

What customer service paradigms do you think could be a game changer?