How to unlock the power of smartphones with today’s SoLoMo consumer

Posted on Friday, October 26th, 2012

Self-service solutions that support in-store operations, including product searches and on-site ordering; streamlined self-checkout, and post-experience communications to stay connected with shoppers are just some of the ways that  smartphones can improve the customer experience.

By putting mobile solutions in the hands of front line staff and managers, brands can cultivate more informed and personalized interactions with their customers. Mobilizing the workforce can allow brands to create a more personal connection with consumers, thereby setting the tone to convert them into valuable brand advocates. Mobile solutions can also free managers from back rooms, so they can focus on what they do best — service customers and coach their staff on how to deliver an experience that “WOWs.”

For consumers, smartphones have become their preferred channel for interacting with each other. It makes sense then, that when given the option they will also choose to interact with their favorite brands in the same way. Consumers are showing a real desire to use this new found channel to connect with the brands they frequent — 37% of Empathica Consumer Insights Panel respondents indicated having visited a brand’s website through a mobile phone .

Allowing them to provide feedback and share positive experiences through social media on their smartphone devices is a simple way to reinforce and increase the level of engagement that brands have with their most loyal customers. Ensuring that customer experience programs take these devices into account can be a simple update that can yield a tremendous return.

The above is an excerpt from Empathica’s latest whitepaper entitled, “What is the Opportunity for “SoLoMo” (Social.Local.Mobile.) to Improve the Customer Service?” To learn more ways to connect with today’s SoLoMo consumer, download the full whitepaper.

Download Whitepaper

This entry was posted in Featured Resource How Do I Build Loyalty, Advocacy & Acquire More Customers and assigned these Tags: advocacy, Brand Advocates, CEM, custolmer engagement, customer experience management, customer feedback, Mobile, QR Codes, Retail, social media. Bookmark the permalink