Mobile commerce had already been on a staggering global growth curve over the past few years, but the global pandemic boosted mobile app spending in the first quarter to the highest in history, and has now dramatically matured the transformation of consumer behavior entirely. The old normal is gone, and an entirely new set of habits and needs have emerged overnight, ones that no one yet truly understands. What we do know, however, is that we are witnessing a new type of customer emerge; we call them the “connected customers.” This term refers to those customers that prefer to primarily interact with brands through digital means such as websites, apps, or Alexa skills. But what do these connected customers want? They want simple and seamless mobile experiences that are both efficient and fun.
Even as businesses reopen in the post-COVID-19 economy, customers may wish to continue interacting with brands solely via their mobile phones—whether for customer service queries, ordering groceries, streaming online, or more. Every business leader should be thinking, “How can we continue to best service our customers, no matter what their interaction preferences are?” Those brands that can build mobile experiences for changing needs, and surprise and delight customers in the process, will safeguard their future.
We will discuss six key takeaways to remember about mobile growth.