2. The Mobile Consumer
66 % of
consumers
now use their
smartphones
to make
purchases
(Pew Research )
50% have used
mobile devices
to search for
products &
services online
(Pew Research)
72% of
Generation Y
consumers
own a smart
phone
(Forrester)
3. Got an app for
that? 72% of
consumers
have a more
positive view
of a company
if it provides a
mobiles
customer
service app
4. Within the past two
years, the number of
Google searches on
mobile devices has
grown by
500 %
5. of companies
currently have a
mobile customer
service strategy in
place
(International
Customer Management
Institute )
Companies in the
planning stages of
developing a
mobile costumer
service strategy:
6. 55%
of companies said
that their mobile
customers expect
the same level of
service from mobile
as they receive on
other channels
7. 57% of consumers say
they will not recommend a
business with a poorly
designed mobile site
(Compuware)
8. 40 % of consumers
will go to a competitor’s site
following a bad mobile
experience (Compuware )
10. By 2018, mobile devices will
be rich interfaces for highly
customized service
experiences based on….
Who the
user is
What their
current
situation is as
measured by a
variety of
sensors
Where
the
customer
is located
What the
service provider
knows about
both the user
and the overall
situation
