Imagine for a second how we have evolved with our smartphones?
Its Friday - yippee!
I presented to a small audience in the week and the topic was 'Customer Experience,' and why it matters to a brand how their customers interact with them.
Apart from my dazzling presentation skills (joking) the following images really stunned the audience. They began to realise how our behaviour has evolved as much as the smartphones we own.
The first image compares the reactions of the crowd across two appearances of the Pope.
Isn't it amazing that in 8 years, the odd one out in 2005 (one person taking a mobile photo) has become the norm in 2013?
And look at the 2nd image from this year - the lovely old lady now stands out as a minority of one - should we be that surprised?
Smartphones are an intrinsic pat of our everyday lives. We use them for social media, watching media and responding to media with the ultimate aim (for a brand) of gaining and keeping us as customers.
But what if the 'experiences' we have on our mobiles whilst interacting with a brand don't live up to the photo of the Pope?
What if the mobile site we end up on isn't mobile optimised, or the navigation is poor and we get confused? Remember we are used to amazing social experiences such as games, Facebook, Instagram and the like.
Imagine if you could replay back every interaction, with every customer across their mobile to make sure their experience WAS amazing?
And the reason this is a good plan when you are promoting your brand over mobile?
Yes invest in making the mobile channel accessible and YES invest in the 'analytics' to ensure the customer journey actually delivers the results you expect!
Have a great weekend.
Lee
Commercial leader who develops businesses by analysing where things are and determining how to get to where they could be. Often implementing new go to market models and coaching teams in how to take the opportunity.
8yThat we underestimate as users how reliant we are on our handheld "device" is only amplified when designing a consumer journey, we have to be ever mindful that it is a mobile device sized screen that people interact with us now, in those bursts of non-activity on the bus/train in the airport or when gulping down a sandwich, limited time, limited attention, zero patience for a difficult path to what I want. I echo - Yes invest in understanding how to improve that mobile consumer engagement.
B2B SaaS Marketing Leader | AI and Machine Learning
8yYour imagery really helps drive home societal changes and the value to businesses in keeping up