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Mobile users: The next generation of ‘do-it-yourselfers’

Customers turn to their mobile device to complete tasks while on the go. They want to be able to self-serve to get things done and expect the companies they do business with to provide these capabilities. Businesses must create mobile customer service strategies to cater to the type of experience customers demand.

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mobile-customer-service

From letting you know when the donuts have just come out of the oven so you can eat them while they’re still warm (Krispy Kreme),  to ordering pizza on your way home from work so it arrives hot when you get there (Domino’s Pizza), the smartphone is now the go-to device for everyone who wants to get things done.

In the past, the term ‘do-it-yourselfer’ would conjure up images of overalls and hammers. Today, though, that image has transformed and now includes anyone who uses a mobile phone to complete tasks on their own. This person can self-serve through mobile customer service solutions to accomplish tasks like placing an order, paying bills, or checking on flight status. More than ever, customers are turning to their smartphones to conduct business, find answers and get things done – immediately and in context (taking into account their current location, history, objective and even state of mind).

These do-it-yourself mobile moments – the instant in which the customer is seeking an answer – are part of the Mobile Mind Shift that must drive how businesses create strategies for mobile apps so that they provide what consumers want, instantly. If businesses can deliver that type of experience, they’re golden…if not, customers will quickly move on to someplace else that can.

Check out the recent CMRXchange Webinar ‘The Power of Context in the Mobile Mind Shift’ with guest speaker Josh Bernoff of Forrester Research, who presented information from the new book ‘The Mobile Mind Shift’ by Ted Schadler, Josh Bernoff and Julie Ask (all of Forrester Research). You’ll learn what the Mobile Mind Shift is, how fast it’s happening, what mobile customer service strategies make sense for identifying and embracing these mobile moments, and by doing so, how to jump ahead of your competition.

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