Why it’s Important to Have a Cohesive Mobile Customer Experience
Caleb Freeman, SVP Experience
In the hyper-connected world we live in, it’s bewildering to see instances where brands activate lack-luster or even broken mobile experiences for their customers. The ultimate frustration though is when a company attempts to meet the minimum requirement of starting with a clean, mobile experience, but then links to other non-responsive digital properties to complete a task or continue a user’s journey.
As an experienced lead at an agency, settling for minimum requirements to accommodate mobile users is unacceptable. Every step throughout a customer’s journey should be tailored around a cohesive mobile experience, accentuating accessibility. As a runner, I think of it like starting a run on a smoothly paved surface, but then being forced to detour into a muddy path for most of my journey. No fun. Not happy.
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