“Realize what traditions you will need to carry forward but also question what is also out there that will help make a difference and achieve new things.” —Aida Batlle
A great customer service experience is a great customer service experience, no matter who recommended you or how the person came into your establishment. That is a credo that will never, ever change.
But times do change. There is no need to tell you the way we do business in retail sales, dining, banking and housing is rapidly changing. Faster than most of us can keep up.
Global ownership of mobile devices surpassed desktop ownership way back in 2014. As of August 2015 there were 8.6 billion devices worldwide. And there are only 7.3 billion of us on the planet!
How much time do people spend online on their phone? A whopping 51% of their day is spent looking at their mobile device.
Most of this is checking email and social media.
But consumers are searching on their devices, too.
Searching for where to eat, where to bank, where to move, where to place their children in day care. Customers look to their phone to search where to get professional services, where to find entertainment and activities, and where to buy the next best thing.
93% of people who use mobile to research go on to make a purchase! Read that again! 93%! Being seen on mobile devices matters.
Do You Know if Your Customer Likes Your Mobile Site?
If you don’t have the technology to be in your customer’s hand – you are missing out visits to your establishment and, more importantly, sales.
The research shows, to get your customer into your building, your website needs to be:
- Found near the top in a search on a mobile device. Your site needs to be adaptive. Your site needs to be
- Adaptive. Your site needs to be
- User friendly.
Your customer wants to find the information they need easily and quickly, most times on a mobile device.
Today’s consumer has an urgency to have their query answered instantly.
Development of adaptive web design or mobile apps costs your organization a LOT OF MONEY.
Without testing the true customer experience and getting feedback on what works and what doesn’t can cost you a lot more in lost sales, dissatisfied customers and lower ratings on search engines.
Where does your company come up in a mobile device search?
If your company does not show up in a search – your ideal customer – the one who is looking for you – will never know about the great services and products your company provides.
Are you evaluating your entire consumer experience? From search to purchase?
Tell us how you are doing this in the comment section below.