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Is continuous service, or the lack of discrete, typically annualized product cycles, killing innovation in prevailing economic sectors? Can we spur growth by productizing more goods and services into annualized release cycles?
Seeing the recent headlines of large layoffs at tech companies, sometimes accompanied by snide comments that nothing of value was lost due to bloat at fat and efficient firms that enable quiet quitting, I thought about just how much innovation actually takes place in corporations that employ large numbers of knowledge workers.
Certain consumer products prominently feature measurable progress. Smartphones are constantly coming out with improved display (e.g., less bezel, more brightness/resolution), processing (speed), memory (size), camera (zoom, software magic) etc. Laptops can also boast longer battery life and lower weight, while gaming desktops have CPUs and GPUs with FPS improvements in major titles. EVs feature increasing range and acceleration.
But everything else in the economy just feels... stagnant?
Maybe a lot takes place behind the scenes and is invisible to laymen. But it's very unclear to me what all the white collar knowledge workers have created in most other large companies with all of their time. Some ad hoc examples that come to mind:
Banking: What has Chase, BofA, Wells Fargo, or Citi done in the last 5-10 years for the retail banking customer? Sure, everyone has a solid mobile app now. But how has core services improved? Is there anything measurable new or improved with checking, savings, or loans? Transfers still do not work over weekends or holidays. I guess maybe the public doesn't really expect innovation from the banks, but then what's with the massive payrolls? What does their R&D do all day/year/decade?
Tech services: Google search seems worse now thanks to SEO farms; Facebook is trying to innovate with Meta, but everyone seems skeptical; Instagram seems to be forever catching up to younger upstarts Snap or TikTok.
Shipping: Has FedEx/UPS/USPS improved in any measurable way in the last decade? Shipping fees and times for retail customers are as high as ever.
I think I could spend hours outlining all the sectors from the S&P 500. But I think my point applies broadly: when products are released in discrete, annual cycles, consumers can expect real improvements and even leaps. For everything else, mostly goods and services sold as subscriptions or free but supported by ads, real innovation seems intangible. The worst part is not only has innovation been slow historically, there is no real expectation that anything will change in the coming years either.
The cause seems fairly obvious--it's the lack of incentives: when you don't innovate a phone or car, consumers have no reason to buy the new thing, and you make no money. So you are forced to invest in R&D to deliver actual, marketable improvements. Meanwhile, Chase, Google, and FedEx will continue to make the same amount of money delivering continuous service at last year's SLA, and it's far easier to not churn than to convince someone to give you more money. Unfortunately for consumers, traditionally innovative sectors are catching onto the fact that it's easier to deliver continuous service instead--see how car companies are now charging monthly subscriptions for heated seats and remote unlocks.
What if we could change this paradigm entirely? What if a sufficient number of customers displayed willingness to pay more for substantially and measurably improved performance, and upstarts or visionary new CEOs of existing companies catered to this? Could that accelerate society into the future?
I admit it's hard to map out how this would work. Though I would have also said it's not possible for car companies to generate subscription revenue either, and here we are. So maybe the Motte has fun ideas for how at least some sectors can deliver much faster innovation than today by being incentivized to do so by moving from continuous service to discrete product cycles.
Banking is an important aspect of one's life that we are now 99% capable of doing w/o setting foot in a bank. Seems like a big win for everybody.
I will caveat this with this seems to have come at a cost with their in person services. When I was applying for a credit card for the first time I went into Chase cause I wanted an employee to walk me through it, but they kept "promoting" that I could just do it online which I didn't feel comfortable doing cause this was a first time for me. So it took some real insistence from me before they just walked me through the process in person. Once they did it was pretty smooth, but it really bothered me how stubborn I had to be to get the bankers there to help me in person
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