Mobile Customer ExperienceToday, it’s a mobile-first world, and companies of all sizes are being forced to address demands from mobile consumers. devices and apps. In fact, Yankee Group’s April 2014 Mobile and Connected Devices Forecast & Monitor illustrates the astounding pace at which mobility is growing, estimating more than 195 million smartphones currently in use in the U.S. alone. According to Forrester, global smartphone users will reach 3.4 billion by 2019, surpassing the 50% mark for penetration by population in 2017.

Beyond being a basic requirement to effectively engage with today’s customers, mobile presents a huge opportunity for companies to increase sales, improve the customer experience, and drive greater loyalty.

Are you relevant to today’s mobile consumers?

If you’re not already exploring the latest in mobile customer experience solutions, below are 3 game changers that can lead to optimized mobile app experiences, seamless mobile customer journeys, and improved targeting for proactive customer communications:

1. Engaging with customers via mobile apps – Yankee Group data shows that an average of 60 percent of consumers’ time on a mobile phone is spent interacting with apps. Mobile apps represent great ways to enhance loyalty and drive new revenue through promotions, up-sells and cross-sells. The ability to extend mobile apps with customer interaction capabilities that enable contact center agents, as well as branch experts and field employees, to interact with customers directly from within mobile apps is also creating new levels of mobile engagement.

2. Connecting the mobile customer journey – Customer expereince leaders are embracing mobile across the entire customer lifecycle. Mobile marketing, customer service, and personalized mobile initiatives are all elements that can help nurture mobile customers. Timely offers that are individualized for each customer increase the relevance and frequency of purchases. Delivering a connected and consistent experience through the different journeys of the customer relationship decreases costs and increases loyalty by reducing customer effort – mobile plays a major role here.

3. Delivering highly personalized, location-based services – Location-enabled mobile communications can facilitate personalized service experiences with new levels of contextual engagement, including setting and situation. For example, mobile apps can proactively notify users of customized promotions, product content or relevant support, tied to the customer’s proximity to specific places. New Bluetooth low energy (BLE) Beacon technology can deliver highly personalized offers and support options to consumers while they move around retail stores, showrooms or malls.

Companies that recognize these trends and embrace initiatives to capitalize on the latest mobile customer experience technology available can indeed increase their relevance to customers.

You can learn more at our webinar available on-demand, The Three Game Changers of Mobile Customer Experiencewith Sheryl Kingstone of The Yankee Group / 451 Research Mobility Team. We’ll show you how to design relevant and targeted proactive customer communications strategies and utilize location and context for the personalization of mobile customer interactions.

Thanks for reading!

Ron Stevenson

Ron Stevenson

Ron Stevenson has been in the software industry for over 20 years building and marketing products for cloud, mobile, social, ecommerce and database management. Serving in various roles within both startup ventures and large enterprises such as Salesforce.com and Microsoft...