Making a better connection with mobile customers

Mobile customers have been growing at such as rate that many organisations believe that mobile access will be their primary interface with the customer soon. This is going to change how companies interact with their customers enormously.

Take a look at these three statistics that I sourced from an article in Social Media Today magazine:

  • The number of U.S. mobile web users will grow annually by a compound rate of 16.6% between 2010 and 2015. More people in the United States will access the web via mobile devices than via wireline computers by 2015. – IDC’s Worldwide New Media Market Model (NMMM) Forecast
  • Sixty-six percent (66%) of those ages 18-29 own smartphones, and 68% of those living in households earning $75,000 or above also own them. Sixty-one percent (61%) of college grads own smartphones compared to just 36% of high school only grads. – Pew Research
  • There are more than 5 billion mobile phones worldwide. Within the past two years, the number of Google searches on mobile devices has grown by 500%. By 2016, mobile searches will overtake PC searches for local search. – Google 2012 Our Mobile Planet Smartphone Research

The change is astonishing and even more so when one considers that the iPhone is only 5 years old – prior to that there was no real smart phone penetration or users expecting to find 3G Internet access as standard all over their home town.

Within another three years, the mobile will be the primary device for accessing the Internet – in many fast developing countries, such as Brazil, smart phone use is doubling year on year.

Companies that use the Internet to interact with their customers, but don’t yet have a well-defined mobile strategy need to consider their future. If it takes a year or so to plan a major customer outreach programme and a year to implement it then the world will have moved on. The time to get closer to your customers is now.

Smart Phone Jewelry

 

Photo by Jeff Howard licensed under Creative Commons

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2 Responses to Making a better connection with mobile customers

  1. Tyler Smith says:

    What are the UK stats for what you’ve quoted above? Doesn’t really have a lot of context when talking about USA.

  2. Eptica says:

    As you say companies need to have a strategy – the key thing is to analyse what your customers are doing on mobile and innovate accordingly. The difficulty is that in many cases mobile is part of the customer journey, but not necessarily where people make purchases – companies therefore need to understand how customers are using it. More in the Eptica blog at http://eptica.wordpress.com/2012/02/03/mobile-and-the-customer-journey/

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