Mobile CRM’s Lofty and Contagious Expectations

The mobile experience has clearly changed consumers’ expectations of the shopping experience, creating higher expectations. With in-stock notifications, a mobile shopper doesn’t have to run around to various stores. Want to ask a question about a product? Many apps offer chat. “This could be in stark contrast to trying to find a store employee during the busy holiday shopping season,” said Alex Kirmse, head of mobile for Zappos. If mobile has changed just this one piece of the consumer experience, one can only wonder what else it has changed.

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Mobile CRM’s Lofty and Contagious Expectations


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