Execs In The Know- A Global Network of Customer Experience Professionals

Tag Archives: Mobile Disruption

Mobile Disruption and the Future of Customer Care

Banner

This is a guest blog written by Dan Gordon, SVP Strategy and Development at West, Interactive Services. Learn more about West at West.com/Interactive.

It’s estimated that we spend 177 minutes (nearly one-fifth of our waking day) on our phones daily — habitually checking them for updates around 150 times.[i] Furthermore, it’s predicted that mobile commerce will account for almost half of all e-commerce by 2018.[ii] Seasoned Silicon Valley gurus have even asserted a probable P.C. extinction as a result of the increasing functionality of mobile devices.

Digital disruption is transforming our lives and the brands we touch. Organizations need to put more power in customers’ hands. We need to free consumers to interact on their own terms and treat every interaction as a piece of an ongoing conversation. We need to enact thoughtful strategies to… Get. More. Proactive.

This whitepaper on the mobile shift from West and Execs in the Know is a good place to get started.

We’re now living in a world where 87 percent of parents use texting — 72 percent of which hold a positive perception of companies that offer text messaging customer care.[iii] It’s estimated that in 2018, mobile search will generate 73 billion calls to businesses across every industry.[iv] Luckily, knowing this puts brands in control of their own destiny! Continue reading