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3G to transform the user experience

April 4, 2010 on 6:19 pm | In Uncategorized | Add Comments

There are close to 10 mobile users for every 1 computer user in India. Even before Indians get hooked to online shopping using computer in a big way, mobiles will steal shoppers from the computers. With the launch of 3G, users will enjoy high-speed data transfer and bandwidth heavy services such as live video streaming and many other graphic formats. 3G is packet based and uses wireless spectrum more efficiently than earlier formats. The telecom operators can offer rich content and new services such as mobile commerce, mobile music, video-based services and hi-speed mobile Internet services.

Worldwide, the sales have increased multiple fold in last couple of years. In a recent press release, E-bay mentioned that the holiday sales from mobile devices in 2009 tripled as compared to 2008. A Motorola study of holiday shoppers identified that more than half (51 percent) of consumers across 11 countries used their mobile phones for in-store activities such as comparison shopping and getting peer feedback, product information and coupons.

The WOW Factor

March 1, 2010 on 8:08 am | In Uncategorized | Add Comments

“The perfect customer experience is the one which results in customers becoming advocates for the company, creating referral, retention and profitable growth.”

It’s almost like a spokesperson of any political party spreading the goodwill of the party. But the major challenge is not merely satisfying the customers but building a repeatable course of delighting them. When Walt Disney was building theme parks he faced a lot of tough questions like how would he make believable wild animals or how would he build a big castle in the middle of California? Had Walt Disney kept his vision effortless rather than experience based, he might not have been able to built Adventureland, Frontierland, Fantasyland, and Tomorrowland and Disneyland might not have turned out to be the most ‘WOW’ experience of his life.

Organization should focus on Experience based differentiation and mobilize their resources towards fulfilling the experiences customers like and care about, thus creating ‘WOW’ moments for its customers time and again and eventually creating their own ‘WOW’ moments.