Businesses who listen to their customers should be making plans for mobile and social marketing in 2012. Businesses who ignore what’s going on in these areas risk becoming out of touch and losing their customers to other businesses who “get it”.
Just the other day I was looking up information on where to get a Valentine’s Day gift for my wife. I had limited time and I was away from my computer so I used my phone to look up the hours for a local chocolate shop.
The website barely worked on my phone. It took several minutes on scrolling around and trying to tap on buttons to get to the information I was looking for. What was this elusive piece of information? Simple: their business hours.
That goes to a two-fold problem: proper website design (putting most requested information front and center) and a technology issue (getting the website to work correctly on mobile).
Fortunately for them, this is a business I go to often and I like the people there. But if I was new to the area or didn’t know them, I might leave a negative review on a social review site and their Google page, and maybe talk about my experience on Facebook.
None of this is good for the business. And it can all be avoided with just a bit of planning.
By thinking about how their customers behave, and how they get found, businesses can avoid nasty surprises and get ahead of the curve when it comes to social networks and mobile websites.
Social and mobile are not going away.
This article on SocialMediaToday does a good job of going into how people are using social sites and their mobile phones. It also shows how this usage is growing and how people are getting more comfortable making purchases right from their phones.
Businesses can go ahead and keep doing what they’re doing. Everything will seem fine for the time being. But when the other businesses in a market start taking advantage of what social and mobile can do for them, it may be too late for the other businesses to catch up.
Here’s a question: if you don’t own or run a business, what would you like to see on the mobile version of your favorite local business’ website?
If you run a local business, what do you think about social and mobile and how it relates to your business?