Mobility is a guide to business change.

Recently, I have been thinking a lot about the means of data transfer, with the help of which you get or transmit something, as useful advantages of mobile devices. Mobile devices - voice communications. Mobile devices - social media channel. Mobile devices are a means of transmitting e-mail, news, datasets, photos and videos, and now a means of storing electronic money and a payment tool. Quite a large part of our life is already somehow connected with mobile devices.
Over the past couple of weeks I have spent time with dozens of companies interested in the influence of mobility and social trends on their business, because in many cases it is a tremendous influence.

Let's talk a little about retail financial services. The author of the book “Bank 3.0”, Brett King, states that today brands of retail financial organizations represent a set of skills acquired during multichannel interaction with a consumer in social media space. The term “multi-channel communication” means communicating with a bank or another financial company in various ways, including the Internet, call centers, mobile phones, ATMs, physical offices, etc. And increasingly, these interactions are carried out through mobile devices.

King uses the phrase “skill mix” to describe the interaction of a financial institution with potential and current customers. Currently, these events are often discussed on the Internet - in blogs and social networks. As a result, it is imperative that companies invest time and money in providing the best feedback from their customers.

Social networks are a kind of good news or bad news booster. PR rules have changed. Increasingly, people resort to recommendations of social networks, and not to the advice of the manufacturer of the goods or service provider. They trust their "friends" more than the manufacturers of the product of their interest.
')
Companies need to work on their business and invest in their business in order to communicate with their customers through the channels they use. If customers refuse to visit physical offices and prefer to interact with the company through a mobile application, then companies need to make this mobile application as convenient as possible. Companies that ignore the feedback methods most favored by their customers are on the verge of problems. If you work for one of these companies - correct the situation or quit.