Posts Tagged ‘Mobile phone’

Why are we going online?

Americans are going online to pass the time more than they were just a few years ago, according to a new study.

A report from Pew Research Center’s Internet & American Life Project found that about 53% of young adults ages 18 to 29 go online on any given day for no particular reason except for a diversion or just for fun. About 81% of people in this demographic said they have done so at least occasionally.


Mobile Wallets are gaining traction

November 28, 2012 1 comment

The potential of mobile payments is enormous: there are 1.3 billion active credit and debit accounts in the world, but more than 5 billion active mobile phone accounts.
In Africa and Asia, financial transactions via mobile phone are a widespread way to overcome deficits in banking infrastructure.

In the western world, the growing adoption of smartphones and the technological progress have given rise to the idea of mobile wallets.

This chart shows key facts about mobile wallets: adoption, benefits and opportunities.

The global mobile phone market continues to sky rocket

October 12, 2012 1 comment

By the end of 2012, more than 5 billion mobile phones will be in use around the globe. Among these will be 4.4 billion camera phones and 1.2 billion smartphones. To put things in perspective: the installed base of television sets and personal computers is 1.9 and 1.4 billion, respectively. These astonishing numbers come by way of Tomi Ahonen, a former Nokia exec rated the most influential expert in mobile by Forbes in 2011. Ahonen released his annual analysis on the mobile phone industry this week and pre-published these numbers along with some other statistical tidbits on his blog.

The data provides some neat insights about the scope and composition of the mobile phone market. For example we tend to forget that less than one quarter of mobile handsets are actually smartphones. Moreover, even in 2012, only 11 percent of global handset sales will be premium smartphones, Ahonen notes. I.e. those phones everybody keeps talking about currently account for little more than one tenth of the market (in unit terms). Almost 60 percent of all mobile phones sold in 2012 will cost less than $79 dollars and that is without the carrier subsidies we all grew accustomed to.

This chart shows the prevalence of selected features in the global installed base of mobile phones.

How often does this happen and how difficult is it to do right?

September 11, 2012 2 comments

I called a company I do business with a lot yesterday. I was calling from my cell phone. I knew it would be about a 30 minute conversation. My fear was that the call would drop. At the start of the call, the representative took my phone number so I thought, OK, I’ll be fine if the call drops. They can call me back.

So, sure enough, the call dropped after about 20 minutes and I had given them lots of information. I waited for the representative to call me back. Nothing.

I call back and get a different representative and have to start all over again. Really?

This doesn’t seem to difficult to enable. Seems like something you would empower your representatives to do. Unfortunately, I’ve never seen it done.

Should be a basic of a better experience at a call center. I need to check and see how we do it at my own service (call) center. I hope we do better.

Mobile internet browsing takes off

September 11, 2012 1 comment

Mobile internet browsing continues to take off. It certainly highlights the need to make sure everything is mobile ready. Our internal data shows essentially the same trend.

In September 2012, mobile phones and tablets will for the first time be responsible for ten percent of internet browsing. For the calculation of usage development, Statista has taken figures from web analytics provider NetMarketShare. By the end of 2013, the share of mobile end devices will increase to over 17 percent.


How not to miss a beat all day long.

September 5, 2012 1 comment

You know technology is moving fast. So are customer expectations. Adoption of multiple devices is now the norm. I connect from my work laptop, iPad, iPhone, and home iMac on any given day. Most of what I connect to is pervasive from device to device. Just today I have used a “to do” manager on the web via a laptop, my iPhone and my iPad. Everything I need to do is always synched and up to date. I love it. But that is also my expectation now for how things work.

Consider this from Forrester Research:

  • Thirty-two percent of US online adults accessed the Internet from multiple physical locations using a PC only; for example, from home, work, and the sidelines of a son’s soccer game.
  • Forty-five percent of all US mobile subscribers owned a smartphone in 2011, slightly less than doubling from just two years before, when only 24% owned one. Forrester forecasts that more than half of US mobile subscribers will own smartphones by the end of 2012. And, in Western Europe, they expect smartphone penetration to jump from 34% in 2011 to 67% by 2016.
  • Thirty-six percent of US adults with a mobile phone access the mobile Internet at least monthly or more often. In 2010, only 23% engaged in this behavior. Western European adults with a mobile phone accessing the mobile Internet at least monthly or more often grew from 9% to 18% from 2009 to 2011.

We can all connect and interact from multiple devices all day long without missing a beat. What opportunities does this present for us to improve the customer experience?

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