Role of Mobility in Empowering Associates

Posted on September 2, 2014 by

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One doesn’t have to look very far to find research confirming the notion that a poor customer experience can be expensive. Unfortunately the same research indicates a poor experience is all too common; and, this is a global phenomenon. Check out this infographic listing the top ten countries in the world ranked by customer service, you may be surprised at the results.

Often a poor experience is a result of a poor interaction with a front line associate. Perhaps that person is rude or not well informed, maybe they simply don’t have the tools to effectively address the consumer’s questions. There is an increasing body of literature that suggests one of the best ways to deliver a good customer experience is to empower stakeholders.

Mobility is playing a significant role in creating a gap between a consumer’s customer experience expectations and a brand’s ability to meet those expectations. Technology, the Internet, and the rise in social media platforms have empowered consumers, raising their expectation bar.

How can brands close this gap? Today we are going to explore the relationship mobility can have in closing the customer experience gap.

Please join us Wednesday 9/3/14 at 1:00 PM to share thoughts and ideas on this important topic. Let’s focus specifically on the role of mobility in empowering staff. Staff/employees/associates are all similar terms for internal stakeholders.

Here are the Questions:

  1. How would you define mobility associate empowerment?
  2. What are the necessary ingredients required to empower associates?
  3. What’s the role of organizational culture?
  4. What are some of the risks?
  5. Can you identify examples, good or bad?
  6. What are best practices that you would recommend?

Here is one example: Jet Blue will be using iPad mini’s.

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Posted in: Mobility