Mobile Trails in Customer Experience Integration

Companies are least likely to integrate mobile touch points into the overall customer experience, according to [download page] a report released in November 2011 by Econsultancy in association with Foviance. Data from the “Multichannel Customer Experience Report” indicates that offline touch points such as retail outlets (26%), direct marketing (17%) and events (14%) are more likely to be very integrated into the overall customer experience than mobile apps (10%) and SMS / MMS (9%). Meanwhile, among the global companies surveyed, website (32%), telephone support / sales (29%) and retail outlets (26%) are the touch points most likely to be very integrated into the overall customer experience, far ahead of social media presence (16%). (more…)