I have sticky finger prints smeared across my flat screen TV.
They’re not mine, I might add. Rather they belong to my two year old son. Unlike his other random markings around the house (walls are a particular favourite), these are deliberate and with purpose.
He tries to operate the TV like he would my iPhone. That is, he competently swipes and pushes objects (buttons) on the flat screen as a means of navigating to the content he wants.
When the TV doesn’t respond he gets annoyed and airs his displeasure.
Let’s be honest, you can milk your Cash Cow for quite some time. However, like oil, one day it’s going to run out. Then what?
Well, by that point it’s too late. One, or several, of those pesky start-ups who launch good looking websites with shiny, multi-featured products, will have figured out how to monetise their passion and will be waving at you in slow-mo as they pass you by.
You’ll be left to wonder what happened and at some point you’ll look at your new market leaders and will lament “we could have done that”.
“Have you seen our iPhone App? Do you have one? No? Really?”
Been asked that recently? I wouldn’t be surprised if you had, mobile seems to be on the lips of everyone. If you haven’t got an iPhone app, some would have you believe it’s a minor miracle you’re still doing business.
So, should you be rushing out to find a mobile developer?
Yes, no, maybe, well, it depends.
It’s well established that a great experience can make all the difference in keeping a customer beyond their initial purchase. The best customer experience is when you can make their interaction with you so pain-free and simple that it becomes a no-brainer to return for more.
Healthy stock levels, useful product info, error-free payment processes, and prompt delivery – they’re all hygiene factors if your business is to provide a good customer experience. However, for a great customer experience, you need more. You need to think smarter.