Can Mobile Apps be used for Customer Service?

Tuesday, September 6th, 2011

Location based apps can be used as a customer service tool, if you broaden what the term customer service means. Examples from Pepsi, Kraft Foods, Meijer, Mall Maps, Real Estate and Weather channel are covered in this post. Read the book The Third Screen by Chuck Martin for more examples.

Sony and Apple have been hit with customer dissatisfaction recently: Apple for it location based data being stored on iPhones and iPads and Sony for its Playstation Network Data Breach. In each case, while the company responded to user concerns, they did so late, later than customers expected. During crisis situations, responsiveness is key to maintaining customer satisfaction and customer loyalty.

Ensuring an organization has References and Testimonials for its products and services is a well established customer satisfaction best practice. A new trend in the industry is accessing these on line and now through mobile phones. Pictures of actual reviews on mobile phones (smart and regular cell phones) are included in the article.

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