In this world of ‘always on’ communication platforms and mobile apps, here’s an interesting customer service offered by the local government in Rio de Janeiro. Citizens can report problems they find like broken traffic lights and potholes, etc by phone which is automated and answered 7 days a week, 24 hours a day. But in addition, a mobile phone application is available that allows for geo tagging and photos to be sent in as well.

Of the key trends in 2011 will be mobile and mobile applications. Mobile is a fast growing marketing and customer satisfaction force. When an early adopter in an industry starts to use Texting, mobile applications and mobile QR, 2D or Stickybits code, it raises the bar for competitors. The table stakes get raised and customers EXPECT all businesses in the same industry to offer the same or better or a much lower price!

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