This is a particularly important lesson for customer service managers. Brands need to take note of Netflix’s success, and ensure that every aspect of the user’s experience is fluid regardless of their rate of device switching. Netflix has mastered device synchronicity, whereas competitors struggle with this feature. For instance, when Netflix users pause a show on their phones, and then open the Netflix app on their Roku, the show will start from the same place in which it was paused on the phone. In a world where the average mobile app loses 95 percent of its users within 90 days, but where the best mobile apps can increase mobile revenue by 77 percent in just one year, brands should invest in making sure they belong to the latter category.įor one, this means ensuring that experiences are fluid across devices. Bonus Content and Further Reading Included in This Post:ĥ Key Insights on Providing Scalable Support that Keeps Your Mobile User Base Strongįour Top Considerations for Integrating a Mobile Support ChannelĪ Beginner’s Guide: Getting Started With Conversational Messaging The Channel That Can Make Or Break Your Company: Why it’s So Important to Get the Mobile Customer Experience Right Netflix’s record-breaking month drives home the impact that a cohesive and user-friendly mobile customer experience can have on an organization’s bottom line, and also offers valuable lessons for other companies about how to provide a cross-channel experience that favors mobile. Many sites and services report percent of visits on mobile surpassing those on desktop or tablet. The consumer move to mobile has been gaining traction for years, with mobile market share currently at 44.19 percent as compared to desktop at 52 percent and tablets at 3.7 percent. On Friday, Netflix announced a new record for consumer spend on mobile: the streaming service raked in $86.6 million across iOS and Android, a figure 77 percent higher than the $49 million the company generated last November.
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