Mobile transactions will total an estimated £466 billion by 2017, according to new research from research house Juniper. The statistic comes from the company’s Mobile Payments for Digital and Physical Goods report, a new piece of research released earlier this month.
The study, which will be of importance to those companies looking at the profitability of marketing, advertising and customer service management on the mobile channel, predicts the growth will be driven by retailers migrating to the mobile format.
Speaking about the research the report’s author Dr Windsor Holden commented:
“We have already moved towards a multitasking, multimedia environment which offers brands the opportunity for far greater engagement with consumers than was previously the case. Mobile is increasingly being deployed at all touchpoints in the retail process – product discovery, product purchase, customer retention.”
Here at numero, we’ve previously highlighted the importance of mobile growth; how the increasing market of smartphones and mobile consumers are impacting on customer service management for businesses across the country .
Indeed, as the evolution of the mobile consumer continues, our CRM analysts at numero are predicting that more organisations will begin to incorporate the mobile consumer into their customer service channels. More resources for example, are being dedicated to around-the-clock social media CRM in order to service customer service enquiries from mobile users.
But, the increasing evolution of the UK consumer has posed problems with organizations; in particular, how best to manage the increasing influx of enquiries from mobile users and the appropriate resources necessary in order to fold these new channels into existing customer service CRM platforms.
You can read about how numero has helped clients like Kitbag and Yodel manage their social media CRM here.