Digital Engagement Blog

In part two of this mobile-first customer care series, we discussed how smartphones have changed customers’ expectations – essentially creating a “mobile mind shift” -- and we touched on the five pillars of mobile-first customer care. The mobile mind shift means customers today expect to be able to do anything via their wireless devices in their moment of need. Smart companies will travel ahead of customers and identify these “mobile moments” and find a way to service customers through them in a way that delights them.

Quick: why do you own a cell phone? Is it to play Candy Crush or Angry Birds? Is it to update your Facebook profile with the proud news that your theatrically gifted seven-year-old has been cast as the third tree from the left in the school’s production of the Wizard of Oz? Is it to peek at football game scores during the interminable condo association meeting?  It might be for all of these things, but it’s primarily for convenience. If you’re old enough to remember a life before mobile phones, you’ll recall that making calls while on the go involved finding a phone booth and a quarter and pretending not to notice the highly questionable substance sticking your shoes to the floor.

Imagine this phrase uttered in a bored tone by a cashier, and it might take you back to the last time you made a complex purchase in a brick-and-mortar store. Armed with product knowledge, you entered the store and found a sales person and explained what you wanted. If that person wasn’t helpful, you were referred to a manager, and you explained what you wanted all over again.