Internet-connected devices are shaping customer, company interactions
The landline telephone used to be a customer's best bet for getting in touch with a company. Whether they had a question or a complaint, a call had to be placed to a contact center where being put on hold was inevitable.
However, that has changed drastically during the past several years, as customers are increasingly relying on the web and connected devices to communicate with organizations. This type of customer relationship management may be new to some companies, but it's one they'll have to adapt to moving forward.
With tablet computers, smartphones, the mobile internet and social media platforms, never before has it been easier for customers to get in touch with a company. They also have never had so many options.
For companies, this newfound connectivity will place more pressure on them to respond. With such instant communication capabilities available, customers will expect to have answers to their questions much faster than ever before.
This trend is only expected to continue as more tablet computers and smartphones flood the marketplace and take on an increasingly significant role in the everyday lives of mobile users.