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How Businesses Can Adapt to a Changing Customer Experience

It’s no secret that 2020 was a year of changes. What may surprise some people is that many of the changes made to adapt to our new reality may stick around long after COVID-19 stops disrupting our day to day lives.

Brandon Pfluger speaks with Dennis Becker, CEO of Mobivity, on this episode of Knowledge is Power, about mobility and the changing customer experience. Mobivity is a recurrency platform that helps brands drive customer frequency and spend by motivating employees and customers alike.

As we get deeper into 2021 what will these changes look like? According to Becker, mobility will play a big role moving forward. “I think that first and foremost, there has been a misunderstanding of what a digital relationship to a consumer means,” Becker said. Have brands really aligned with what it is that they’re trying to deliver to the user that matches the most ubiquitous thing that the users are used to doing?

“If we think about the mobile phone, there’s a very, very compelling statistic of fact, this is a fact and I think everybody can relate to this fact. The average consumer checks their text messaging inbox 47 times a day,” Becker explained. Part of the reason this number is so high is because there is no login, user ID, or storage barriers on the phone. “If you switch phones, you don’t get to remember to reinstall the app. There’s like no friction, it’s built into what you do with your everyday life,” Becker explained. He posed an interesting question for brands, “What would you prefer doing? Hope that they see your ad on Facebook? Or ask them to download and install an app, create an account, create a user id, create a password, and hope they get a push notification, or just have a shop in their text messaging inbox?”

For more insight into mobility and how businesses can best serve their customer’s needs, listen to this episode of Knowledge is Power.