Smartphone sales are predicted to top the one billion mark this year – the phone has morphed from a device we use for making calls into a fully functioning computer in our pocket.
And now that so many consumers are spending time browsing the Internet, updating social networks, and checking email via phones their impact on business and many industries cannot be understated.
Consider one of the obvious industry verticals that has changed most in the past few years – publishing. Amazon now sells more eBooks than real paper books when new titles are released. Simulators allow normal phones to act like Kindles and other eReaders.
But the rise of the smart phone is even more pernicious. High street retailers are now offering price matches to prevent the loss of sales as customers enter stores just to see how a product looks before ordering it online.
And the time spent on mobile devices – take a look around you on your train journey to work today – means that marketing teams are now figuring out new ways to reach and influence customers on their phones.
Digital marketing on mobile devices is an entire industry that barely existed just a few years ago. Now it is becoming the primary way to reach many consumers who don’t watch TV, listen to the radio, or buy print media.
The customer service changes we are seeing at Teleperformance right now reflect many of these changes too. The channel shift from making a call to a customer service department to just complaining about a product on a public social network and expecting a reply will only develop further as smartphone penetration increases this year.
Photo by Ed Yourdon licensed under Creative Commons