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Are You Making the Most of the Mobile Experience for Your Customers?
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Are You Making the Most of the Mobile Experience for Your Customers?

June 05, 2014
By Susan J. Campbell
TMCnet Contributing Editor

It wasn’t that long ago that telecommunications channels covered the concept of the mobile generation. These are the individuals that seemed to be born with a cell phone in their hand, unsure how to live life without that immediate connection. As mobile has become an increasingly important part of how we live, work and play, very few of us go about our day without that instant connection.

More than 83 percent of all consumers surveyed by Contact Solutions own a smartphone and a tablet, while another 91 percent have their mobile device within arm’s reach at all times. While this means that we can gain access to the information we want at all times, it also means retailers can push out information that may be vital to us at any given moment.

As a result, retailers are promoting shopping apps for the seamless shopping experience; banks are adding text alerts for consumers wanting information on their balance or photo-based check deposits; and mobile payments companies are developing safe and secure methods for moving money around the world. The list continues to go on, providing consumers just about everything they need to live their live through the smartphone or tablet.

With all of this innovation, however, there are challenges. For one, how does the brand deliver the right level of customer care? How do companies wrap the consumer from the path to purchase through the entire lifecycle of the relationship with that brand? For many, company leaders can’t answer this question and therefore at risk of fading into the wallpaper like so many other brands today.

The reliance we have on the mobile device means we want to use that device to interact with our favorite brands. As such, one survey cited by Contact Solutions suggests that 60 percent of consumers prefer to use their mobile devices for customer care due to the freedom they have to interact on the move.

This creates an opportunity for businesses to drive loyalty and improve overall customer experiences through the adoption of a customer care strategy that focuses on the way customers connect, multi-task and communicate with their mobile devices. When this happens, consumers are much more willing to continue doing business with a company.

A recent Contact Solutions white paper suggests how you can adapt your current strategies to focus on the customer experience. The white paper “What can I do 4 U?” offers insight on how best to care for the mobile customer. To learn more, download your copy today.

Edited by Alisen Downey

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