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Customer experience is about relevancy.
Many providers of services are finding that generational relevancy is a new factor they need to consider and one that likely requires a good deal of investment.
It's not prudent to avoid investment and hope that being a second or third mover will keep your digitally-demanding customers just sweet enough.
The fact is, if you improve the customer experience without even changing the service you provide, customers will be happier. They'll think they're getting more for their money and they are.
I'll give an example. First UK Bus introduced mobile ticketing in spring 2014. There's an mticket app on which tickets can be bought, stored and activated. For those of you not in the regions of the UK, these buses were often cash only (smart cards, similar to London's Oyster, are yet to be rolled out).
Here's why this mticketing works and why more companies should be moving sooner.
Manchester City is at the forefront of digital in the footballing world.
What City does very well in this new iPad app is to create an experience that's about football (duh!) and content and is enjoyable to use. It befits the sport and should please the fan.
Plenty of rival apps don't allow you to watch highlights (without paying) and don't put enough effort into editorial, preferring to concentrate on monetisation.
Let's take a closer look at the City App.
Google released its first analytics app for iOS at the end of July, which follows on from the release of a new Android version in June.
As someone who has been pinching and zooming to view our site's stats on a mobile browser, the new mobile app is more than welcome.
So how well does it work? And how does it compare to the desktop features?
Payment is kicking off again.
London buses are now cashless. CaixaBank and Barclaycard have both launched contactless payment wristbands.
This begs the question – can mobile muscle in further on in-store payment and loyalty, or is the opportunity disappearing?
Voxel places mobile apps in the cloud, enabling users to try them within ads, before they choose to install.
Mobile and customer experience are perhaps the hottest topics in digital at the moment.
Deep linking allows a user to click a link on the mobile web and be served content from within a native app. John Milinovich is CEO of URX, a company providing deep linking technology.
We caught up with him to ask him a few questions about the project and its goals.
The freemium model is in the ascendancy when it comes to apps.
Paid apps peaked in 2013 according to Jon Reynolds, CEO of SwiftKey. SwiftKey provides an app bringing smart prediction technology to your mobile keyboard and, indeed, has itself gone down the freemium route.
The app used to cost $4 and was consistently in the paid charts, now it's free to download, with in-app purchases available.
So, what are the reasons for and consequences of the rise of freemium apps?
A few years ago, there was much debate around the best mobile solution for businesses: native apps or stand alone mobile sites.
To summarise the argument, apps allowed more functionality (geo-location, barcode scanners etc), while mobile sites had the advantage of appealing to the casual mobile searcher, and across a range of devices.
As iOS devices dominated the mobile web back then, an app was often the best solution, but this is no longer the case.
Now, thanks to responsive and adaptive design, as well as HTML5, mobile sites can offer many of the same features as apps.
So does this mean apps and stand-alone mobile sites are no longer needed?
Conference calls are boring and what almost makes them interesting is how painful they are. Except it doesn't make them interesting, it makes them painful.
Pain is not interesting. That's why I thought it would be good to feature a conference call app in Start Me Up.
The app calls participants, it isn't VoIP, gives you local numbers and can be used on your network minutes or as PAYG with the platform. That makes it worth taking a look at.
It's called BLAP, and you can read on for more info, or to find out what it's like working in a startup in this competitive arena.
If you are looking solely at Western countries for new mobile innovations, you are looking in the wrong place.
Asia is where to look for new and interesting insights into our mobile future.
China and India, in particular, with their large populations and geographies are seeing new mobile innovations take off. We can learn a lot from Asia, which is the largest mobile market in the world.
Here are just a few examples...
Make internet browsing an entirely customisable experience with these helpful (and only occasionally distracting) Chrome extensions.
Save time, increase productivity, block keywords from your social media channels, improve your internet security, measure stuff you never knew you wanted to measure, add doges everywhere!… There are thousands of apps and extensions that can enhance your use of the internet.
These are just a handful available right now that may improve your experience...
Generally, people’s impressions of banks aren’t too positive. The credit crunch, banker’s bonuses, overdraft fees and call centre queues are some common negative associations in people’s minds.
However, digital does offer some opportunities for banks to improve the way they are perceived, by helping them to improve the overall customer experience.