Can you think of a day when you didn’t have your mobile phone on you or it wasn’t just an arm’s reach away? We all know that feeling of panic and anxiety: did I lose it? I can’t believe I forgot it.
No one goes anywhere without their phones these days. Your mobile device is always within an arm’s reach, whether in your pocket, on your desk or under your pillow.
Thanks to Apple introducing the iPhone just a little over ten years ago, millions have the limitless accessibility to their momentary needs and desires.
A new study from Dscout revealed that on an average, people touch, tap, swipe or interact with their phones 2,617 to 5,427 a day! That’s a lot of action!
Need a ride? Tap for Uber. Need a dog-sitter? Hit up Rover. Want some Thai food but don’t feel like leaving the comfort of your house? Postmates has you covered.
Businesses understand that the culture shift is turning mobile. Transactions are being dealt in the palm of your hand and there is now more trust and accessibility between consumer and buyer than ever before.
Mobility is the future, and learning to adapt your business to a mobile marketplace is essential for growth and increasing revenue. Here are three reasons for why going mobile will help your business thrive.
1. Give Better Service Experiences
It’s easy to dwell on a terrible experience, like trying to talk to a company’s customer service team on the phone and getting transferred ten different times without resolve.
Take a look at Amazon. They just announced their new storefront project, Amazon Go. Not only is Amazon introducing groundbreaking technology, but it’s centering its philosophy around the ideal user experience. While buying groceries is nothing new, the overall idea is to eliminate all the negatives about buying groceries and create a new experience that has people falling in love with their version.
Apply that effort and dedication to your customer’s user experience and you begin to set yourself up as a leader in your industry.
The connection between customer satisfaction and service experience is the key foundation to growing your brand’s perception and customer retention.
Whether you sell insurance, provide financial services, run your own cosmetic online store, giving your customers accessibility to a mobile app improves user experience, and creates the best type of free marketing: referrals.
2. Give Instant Gratification
Today’s customer expectation is error-free instant gratification.
People get frustrated and aggravated when they can’t find that business card or claim file they misplaced months ago. They easily give up and move onto the next best option. But being mobile, they have easy access to information they could never lose!
Susan Wright, an Aflac insurance professional, understands the importance of having a mobile app to increase her customers’ experience and needs.
She explains that her competitor wasn’t easily accessible and didn’t provide user-friendly service. Susan was able to see an opportunity to leverage her mobile app as a comparison of why doing business with her would exceed client expectations and needs.
“They’re going to have immediate access to me. They’re going to be able to file claims online, they can sign up for direct deposit and get paid in one day. I will go through and show all of them how to do this. So you’re going to go from mediocre service to service above and beyond.”
Mobility provides your customers with seamless, efficient, and compelling experience. In Susan’s case, having her app edged out her competition.
“After I signed up the business owner for his new benefits, he said, ‘Our old provider is going to be so mad when he finds out that we’re cancelling… but you’ve got the app.’ He loved it.”
3. Save That Precious Time
You know what’s a sure fire way to lose someone’s interest or business when trying to engage with them, especially through a first impression? Waste their time.
It happens all the time, and it easily sways customers away.
It doesn’t matter what industry you’re in anymore. You are competing for your customer’s time and attention, and it is more valuable than ever. Technology is changing culture to constantly push for the next fastest and most instant process, adapting to their user’s expected experiences.
Banks have mobile apps where you don’t even have to go into a location anymore. No longer do you have to buy your ticket at an airlines agency booth, you can do it on your phone. You can even buy your groceries on your commute home with Amazon’s Fresh app.
Baby-boomers, Gen X, and Millennials alike, have experienced an incredible increase of the use of mobile technology. Customers want an easy, convenient and user friendly interaction, anything other than that, you lost their attention.