Key Considerations for Implementing a Mobile Engagement Strategy05 September 2012 by Confirmit
The rate of adoption of mobile phones and mobile devices in the last ten years represents one of the greatest innovations in technology, in terms of global expansion and speed. More important than the technological change, though, is the change in behavior and expectations that mobile has driven among consumers and businesses users alike.
The immediate and agile nature of mobile communication, and the ability to keep interactions brief but effective, means people can achieve more in less time. What's more, they can do this whenever and wherever convenient - unrestricted by the traditional constraints of working hours, desktop access, travel and leisure time.
This sea-change in technology and behavior is having a major impact upon the way organizations conduct their business, particularly in terms of how they communicate with their customers, employees and other stakeholders.
So, what does this mean for organizations and departments who conduct voice of the customer programs, market research studies, and other feedback campaigns? Well, in simple terms, it means that if they haven't already done so, they need to quickly implement ways to serve their customers and audiences 'on the go', or risk losing them to a competitor who has wholeheartedly embraced the mobile channel.
This paper looks at some of the key considerations for organizations seeking to understand the impact of the mobile channel on their business, and wishing to implement mobile engagement strategies. It also summarizes how mobile engagement can help them move from monolog to dialog with their customers, respondents or key audiences, and as a result build more profitable, long-term relationships.
Key Considerations for Implementing a Mobile Engagement Strategy