Experts: It’s Really All About Mobile

With smart phones getting smarter, it's a no-brainer for businesses everywhere that they have to reach out their target market wherever they are - that includes reaching out even those on mobile.

"For the very first time, 53 percent of all searches were coming through mobile compared to desktop," says Travelzoo's Senior Vice President of Global Customer Service Lisa Oswald in an article in Travel Pulse.

"It's really all about mobile," she adds. "What's the first thing you're going to reach for when there's a problem? It's going to be that mobile device."

This holiday season, families will be travelling a lot and they will need to have access to services whether they are in an airport or in a cruise.

"The challenge and the opportunity for companies, travel companies in particular, is that they need to deliver that service to the consumer through the channel of convenience. The only place that's convenient is the palm of your hand," says Oswald. "The best company is going to push a mobile alert to your phone. The reason they do that is because they know from studies that customer satisfaction with mobile is always higher than it is with a desktop experience."

"With mobility, access is no longer an issue," shares Oren Michaels, CEO of Mashery, in an article in Forbes.

"The business model is no longer about sticky websites, but ubiquitous brands available to constantly connected consumers looking to perform specific tasks"

"Successful businesses tend to make apps natural extensions to their businesses, whether it's selling workout apparel, facilitating airline travel or providing in-home entertainment. Apps allow businesses to leverage nearly infinite resources of information and services by satisfying one highly targeted need at a time. This avoids brand confusion and builds brand strength" Michaels adds.

Today, customer service is not limited to customer service counters and phone calls. Customer service is not being available anytime and anywhere for your potential consumers in the most accessible way possible.