Is Your enterprise Delivering a continuing Customer Experience on Mobile Devices?

Important question to all entrepreneurs and small business owners: Is your online media strategy devoted to traditional desktop and laptop users?  Have you ever invested adequately in a method to drive access for your business via mobile devices?  If the answer’s yes and no respectively, well you’re putting yourself in the undesirable position of missing out at the next wave of online business communication.

The excellent news is that you’re not alone. The fallacy that almost all businesses continue to be afflicted by is viewing mobile as an intermediary medium between the customer and their website or an SMS campaign tool on the most. Even gargantuan businesses like Facebook were hit with this reality. While increasingly more users are accessing Facebook on their mobile devices, the corporate, as yet, was unable to copy the success of its desktop based advertising at the mobile platform.

Enter Brian Solis , a digital analyst, sociologist, self proclaimed futurist and published author of books which include ‘What’s the way forward for Business’ and ‘The End of commercial as Usual’ who states that the bubbling mobile devices – smartphones and tablets, are actually worthy of getting their very own client engagement experience. With greater than 100 million smartphone users (as of 2011) and an expected base of 90 million tablet users by 2014 within the U.S alone, here’s one creamy pie that the business owners can ill-afford not to grab a bite of.

As an end user how often have you ever tried to access an internet site to your mobile and it fails to operate with the identical veracity as at the desktop? Booking tickets, paying your bills, renewing your insurance online should be nerve wrecking experiences on a mobile device, with out a surety of the transaction actually dealing with or worse still your mastercard being debited while the web site flashes a transaction failed message.

Brian in his latest post asks the crucial question – with technology and customer behavior evolving, are you evolving your digital strategy in addition? Mobile apps, besides being the hot type of information exchange, are changing the style businesses do business.  My colleague Vincenzo Ravina’s recent article  on Smallbiztechnology regarding how the hotels at the moment are catering to mobile users,  also showcased an outstanding example of this. The iConcierge App developed for Radisson allows its guests to take advantage of their mobile devices to plot their itinerary, request for room services, book additional services like a spa, check flight details and book a cab.

Ask yourself the fundamental questions of who on your business is accountable for driving the mobile platform, what’s the experience of your customers on mobile devices and the way well is it integrated together with your social media and website? Or even though you would possibly feel it’s worthwhile to do much more before you may put money into a highly developed mobile platform, determine it’s a part of the general growth strategy chalked out to your business.

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