June 6, 2013
Today's Retail Marketers have the opportunity to engage with consumers more frequently and on a far more personal level. Why? The consumer of today is connected at all times whether it be on their phones, tablets or even automobiles - on phones alone, consumers spend an average of 144 minutes each day engaged with their device (eMarketer). With this level of connectivity comes the expectation of receiving information seamlessly anytime, anywhere. It's crucial for retailers to understand how mobile is changing the behaviors of consumers so they can adapt and differentiate themselves.
There are countless opportunities for retailers to deeply connect with customers on mobile, whether it be through in-app chat or service-based alerts, providing the option to interact with your brand on their handheld device is now becoming the norm. By adding mobile customer service options, customers appreciate the rapid response because of their fast-moving lifestyles and inevitably are more satisfied with the care they receive. Customers aren't the only ones who benefit; through a mobile solution retailers can significantly reduce operational costs by increasing efficiency.
