Research and Best Practices eNewsleter

Research

Creating great customer experiences (2011) – Customer experience is more important than ever to develop and maintain a consistent, effective connection between you and your customers. RightNow Technologies suggests we empower our customers and employees, as well as offer them multi-channel choice, to deliver a superior customer experience. Video: http://www.rightnow.com/resource-video-8-steps.php

How We Use Tablets in the U.S. (05/05/2011) – The Nielsen Company’s latest research on mobile connected devices found tablet owners who also owned a desktop or laptop computer reported using their desktop less often or not at all. The top three reasons for using the tablet are: portability, simplicity of the interface and fast start up and shut down. http://blog.nielsen.com/nielsenwire/online_mobile/connected-devices-how-we-use-tablets-in-the-u-s/

Best Practices

Using Mobile Phones to Capture Customer Experiences (05/05/2011) – Imagine you could live in the pocket of your customers as they use and talk about your products and services. A Harvard Business Review article observes that while you can’t get that close to your customer, their mobile phones can. http://blogs.hbr.org/cs/2011/05/using_mobile_phones_to_capture.html?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed%3A+harvardbusiness+%28HBR.org%29&utm_content=Twitter

New Yorkers can now text 311 (05/04/2011) – The New York City provides non-emergency information via short message service (SMS) texts. Customers with an SMS-capable mobile device can “text” a question about city services to shortcode 311NYC. To quote the 311 Twitter feed: “Got a Q about govt services? Y W8? Now U can #text311NYC @ 311-692.” http://www.nyc.gov/apps/311/

Why is Foursquare important? (05/02/2011) – Social media is about real people and the connection between them. If Foursquare can deliver users relevant information that provides context to the content, then it could become the future front door to mobile. http://www.mediapost.com/publications/?fa=Articles.showArticle&art_aid=149647&nid=126382