Customer-Centric Mobile Strategy That Delivers Results #INFOGRAPHIC


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Delivering an effective, winning customer service experience across new customer channels requires organizations to be more than just present.

Deliberate strategy for why and how the customer experience across these emerging channels is critical in the ongoing effectiveness of the investments made in these new channels.

As customer interaction across new channels like mobile grows, organizations lacking a cohesive strategy will see their resources wasted chasing after the wrong metrics, or lack the critical insight into making these new channels a core strategy for customer loyalty and business growth.

Customer-Centric Mobile Strategies That Produce Results

In an infographic from the Altimeter group, we can see the cornerstones of an effective mobile customer experience strategy. Altimeter’s independent research and strategy on consulting helps organizations develop disruptive customer experiences based on technology trends. If you’re passionate about what you do and want to see effective results, Altimeter can help you achieve it with their consulting insight and pinpoint data research.
Mobile Customer Experience Revolution

Key Questions to Answer About Your Digital and Mobile Customer Experience:

From mobile CX/UX optimization, to experience awareness, pre-commerce engagement, e-commerce experience, and customer relations, loyalty and advocacy, it’s critical that your entire organization be onboard and work together on a cohesive strategy to win customers and keep winning the hearts and minds of customers.

8 Key Questions You Must Ask:

  • What touchpoints do they frequent during formulation, pre-commerce, commerce, and post-commerce? How often, and for how long?
  • How do they use each touchpoint during the purchase
  • decision cycle (what action is completed at each step)?
  • What devices are used to take the customer from awareness through advocacy?
  • What uniquely defines our mobile customers?
  • What is different about their customer journey?
  • What are their expectations, what do they value, and how do they define success?
  • How are they influenced, and by whom? How and whom do they in turn influence?

These eight key takeaway questions will help you identify where you can start and the impact that your experience can have in the customer experience journey.

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


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