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Creating an Amazing Mobile Experience

The evolution of smarter smartphones and greater access to data sources offers innovative organisations the opportunity to create amazing mobile experiences for their customers. 2015 is the year of mobility where organisations are starting to invest heavily in mobile and responsive websites as well as mobile applications. They are throwing money at the technology, but does that mean they are creating amazing experiences for their customers?

The 2015 State of Marketing Report from Salesforce, based on a survey of 5000 marketers globally including Australia, discovered that two-thirds of respondents have integrated mobile into their marketing strategy. That’s up from 48 percent in 2014 and 65 per cent plan to spend more on mobile push notifications.

Just having mobility as part of your marketing and customer service strategy is not enough. You need to get into the minds and shoes of your customers to understand their mindset and the sort of mobile experiences they are looking for from your brand.

Understanding the role of mobility in the customer journey and mindset

Mobile customers have less time than other customers. They may be walking down the street, on the bus on their way to work, shopping or waiting in a queue, or travelling on holidays. They are more demanding than normal online customers at a desktop. They have less time and are restricted by screen size and the lack of a keyboard or mouse.

When building your mobility channel and platforms there should be two things that you are aiming to achieve[i]:

  1. Allowing customers to find what they want and complete a transactions in the easiest, fastest and most convenient way possible
  2. Provide an experience compelling enough that they’ll come back again and again.

So rather than thinking of what marketing messages you can push out to them. Think of how you can improve the experience of dealing with your brand. How can you simplify the experience? How can you add value? Or even how can you make it more entertaining and fun?

Don’t try everything at once

Don’t fall into the trap of doing what everyone else (ie your competitors) are doing. And try to avoid making major investments that require significant resources and long implementation time frames. As Chris Luxford, Senior Partner from Experience Innovators, advises, “Instead of a few big and long investments that are predominantly still focused on “better service at a lower cost”. Innovate via a customer outcome mindset and lots and lots of smaller frequent changes across the entire customer lifecycle”.

This doesn’t mean that you shouldn’t have a long term strategy and plan. It’s the very opposite in fact. It’s about achieving short term goals and gains as part of realising your long term vision to engage your customers with amazing experiences.

[i] http://www.oracle.com/us/products/applications/tips-engaging-mobile-experience-1505010.pdf.

Originally Published in the Sauce eNewsletter – theOutsourcing-Guide.com

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