The mobile industry is booming, and mobile apps are completely dominating this arena. Companies of all sizes are seeing the benefits of having a mobile app. According to recent data, nearly half of small businesses are expected to adopt a mobile app by 2017.
Every industry must adapt to stay ahead of the changing tides of consumers needs. Fashion designers strive to dream up the next popular fad, while medical researchers try to answer nature’s toughest questions. Becoming a leader in any industry isn’t only about keeping up with the trends, but also setting them. As mobile marketers, we have the opportunity to innovate and revolutionize the mobile world.
From the desk of the Chief Experience Officer (CXO): Customer experience is closely related to customer satisfaction, but the two are not the same thing. Where customer satisfaction is a measure of how fully a customer’s expectations were met through delivery of your product or service, the customer experience is the entire sequence of events that happen after the first time a customer comes into contact with your company. Customer satisfaction captures a specific moment, but the customer experience is a narrative that unfolds over the course of his or her interactions with your company.
By examining each step of the customer experience, you can put yourself into the customer’s shoes and better understand not just one moment in your relationship, but all moments.
To help you get a handle on the phases of the customer experience, we’ve listed a few of the key phases below.