MOBILE KILLED THE VIDEO STAR! IS MOBILE GOING TO GROW OR KILL YOUR BUSINESS? - Part 2
It was over Xmas when my friends and their kids came over, I noticed that many of the teens and kids as old or young as 2 were handed over some gadget by their parents which kept them busy in the corner on the couch. Each kid had their own favorite app that I thought almost acted as a digital “pacifier” and the kid was engrossed for some time while the parents socialized. Well, Well…the “iKids” of today and we hear there’s even an iPotty announced at the recent CES 2019 show so you can get them to engage with that device even whilst doing the business!
The whole industry is changing around us…look at the humble digital camera – a gadget that was so hot and popular not that long ago and everyone was seen carrying one – when was the last time you carried one? Bet, you bought yourself a “handy-cam” few years ago – do you use it? When was the last time you received a hand-written post card? I’ve heard from so many people that they’ve stopped wearing a watch as the mobile’s always handy and I myself had a collection of watches and now seem to wear them only on special occasions, and remember that photo-studio which printed photos from your camera roll? Where are they these days…? Ask a kid these days and they wouldn’t even know what that means! Scary…?
DOES THAT MAKE YOU THINK WHETHER MOBILE IS GOING TO GROW OR KILL YOUR BUSINESS?
Even large technology firms have not been spared – when was the last time you heard a Nokia ring tune? Why have Nokia partnered with Microsoft to come up with the Windows? You swear by a PC but went and bought yourself an iPhone? When was the last time you visited a library, photo-copied or printed stuff to read later…there’s heaps and heaps of such “consumer behavioral changes” that we’ve been through over the years. Why has Polaroid come up with a tablet running Android? Was it one of the reasons that Kodak sufferedand has now filed for Chapter 11 bankruptcy? Why is Samsung leading the way with their mobiles and have developed SMART cameras that run the Android operating system – couldn’t Nikon or Canon done that?
It’s the Digital age, the Mobile age or whatever you want to call it, the age where kids are born with touch devices, gesture and voice control, the age where people are not scared to register on sites with all personal details just because a friend told them to do so, “Search” doesn’t mean that you sat down and trolled through books or remembering something that you had read a while ago or use your brain! You don’t need to remember that bill you need to pay; you don’t need to carry that laptop as your mobile app by rapid application development does all if not most of it. Being a social butterfly means, posting an update on Facebook and getting the most number of “Likes” and comments! It’s all happening at the same time and this I am sure is a challenge for many brands and businesses out there as consumers are responding via different channels. Hey, my mobile data is stuffed – “let me Tweet the customer service” if not I’m going to take them to town!”. The customer has a voice, as they had before too but now it’s heard and in more places than ever before, they are not scared to opinionate in public or can even make your brand pay for poor customer service. I came across this interesting statement recently – “For every action, there is an equal and opposite reaction and a social media over-reaction”!
It’s quite a challenge but every business no matter of it’s size has to keep thinking of being adaptive and might sound cliché but “Every business needs to move with the times to keep up – specially leveraging digital and that includes mobile as a key channel”. This could be quite challenging as if you are small to medium enterprise there are way too many things that take priority, budget and resource planning and more so the way which technology or technology partner do you really choose as things seem to be so volatile. That’s all fair I’d say but the “internet” is still under-used in many businesses which could take off a significant cost of your business and still if you’re of the thinking that providing the “face to face” customer experience is going to win your clients – it’s not necessary for all business and now mobile is taking over, people are expecting that your business is going to be there and provide that experience when customers are looking for you.
“Consumers are savvy” is an understatement! They know what they want and are expecting a seamless experience whether it’s your PC site, customer service via your website or “on-the-go” through their mobile. Your business can take “baby steps” but important to have a vision and priortise what is it that you want to offer your customers…they’re probably out n’ about and looking for your brand, product or service! There are so many different ways you can leverage the digital ecosystem and mobile as a technology has become a key enabler of providing that superior, measureable, entertaining, engaging customer experience.