Connecting with Mobile Customers

The Mobile Consumer

66 % of consumers now use their smartphones to make purchases (Pew Research )

50% have used mobile devices to search for products & services online (Pew Research)

72% of Generation Y consumers own a smart phone (Forrester)

Got an app for that? 72% of

consumers have a more

positive view of a company

if it provides a mobiles

customer service app

Search

Within the past two years, the number of Google searches on mobile devices has

grown by

500 % Sales

Social

of companies currently have a mobile customer

service strategy in place

(International Customer Management

Institute )

Companies in the planning stages of

developing a mobile costumer service strategy:

25%

33%

55% of companies said that their mobile customers expect the same level of

service from mobile as they receive on

other channels

57% of consumers say they will not recommend a

business with a poorly designed mobile site

(Compuware)

40 % of consumers will go to a competitor’s site following a bad mobile experience (Compuware )

PROCESS REINVENTION

on mobile process reinvention services in 2013

(Forrester)

$900 MILLION

Companies will spend about

By 2018, mobile devices will be rich interfaces for highly customized service experiences based on….

Who the user is

What their current

situation is as measured by a

variety of sensors

Where the

customer is located

What the service provider

knows about both the user

and the overall situation

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