Buried in a recent J.D. Power and Associates 2012 U.S. Credit Card Satisfaction study — which showed consumers’ satisfaction with credit cards was at a six-year high — was this very telling factoid: Only 7 percent of credit card customers use their mobile phones to complete transactions, up from 4 percent in 2011. However, satisfaction is highest among customers who use mobile to interact with their issuer, compared with customers who use any of the other interaction channels, including the Internet.
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Mobile CRM: Cost Center or Profit Maker? Part 2
Posted by: Erika Morphy August 28, 2012 05:00 AMBuried in a recent J.D. Power and Associates 2012 U.S. Credit Card Satisfaction study — which showed consumers’ satisfaction with credit cards was at a six-year high — was this very telling factoid: Only 7 percent of credit card customers use their mobile phones to complete transactions, up from 4 percent in 2011. However, satisfaction is highest among customers who use mobile to interact with their issuer, compared with customers who use any of the other interaction channels, including the Internet.