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ECT News Community   »   CRM Buyer Talkback   »   Re: Mobile CRM's Lofty and Contagious Expectations

Re: Mobile CRM's Lofty and Contagious Expectations
Posted by: Erika Morphy 2012-12-06 10:32:40
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The mobile experience has clearly changed consumers' expectations of the shopping experience, creating higher expectations. With in-stock notifications, a mobile shopper doesn't have to run around to various stores. Want to ask a question about a product? Many apps offer chat. "This could be in stark contrast to trying to find a store employee during the busy holiday shopping season," said Alex Kirmse, head of mobile for Zappos. If mobile has changed just this one piece of the consumer experience, one can only wonder what else it has changed.

Re: Mobile CRM's Lofty and Contagious Expectations
Posted by: rpelke 2012-12-06 13:44:28 In reply to: Erika Morphy
Great insights about mobile experiences! Customers have new expectations with the increase of technology use and social media use. Sometimes it is unrealistic, but businesses need to be sure to address this to some degree. For example, responding to customers on social media sites within x-amount of minutes will let customers know you are listening and you care. Or updating mobile apps with faster loading speed or easier use when customers are complaining about it.
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