Mobile Leadership Strategies

It’s no surprise that mobile is getting bigger and bigger; people are starting to use their mobile devices for just about everything, from payments to directions to Internet searches on the go. But PayPal’s president wants partners in the mobile industry to remember: the mobile revolution is all about the customer experience.

According to ZDNet, PayPal’s president David Marcus said during the 2012 Open Mobile Summit, “It’s not about mobile. It’s not about technology. It’s about people.” Marcus believes that the mobile industry must focus first on what customers need and want, and then develop technologies that correlate. Specifically in the mobile payments field, where PayPal is competing with a slew of other companies, Marcus says customers are asking for simplicity, and the industry should be working to make sure that’s the case.

Yankee Group Research Director Sheryl Kingstone comments

“Absolutely. We concur. As stated in Yankee Group’s recent webinar, “How to Lead in the New Mobile Economy,” the future of mobile leadership is all about the customer experience. Sixty-three percent of users state they need to be connected at all times. Additionally, roughly over half state how important it is to not only their work life, but also social life. Delivering an optimized mobile customer experience is the ultimate game-changer; Successful players understand and anticipate shifts in user behaviors, desires and attitudes to optimize the experience and seize revenue opportunities. The future demands best experiences at home, at work and on the go by delivering on the three Cs—convenience, connectivity and context. It’s absolutely not about the technology, but creating a consistent, dynamic and transparent mobile experience across the customer life cycle, from mobile marketing to mobile commerce and payments to mobile care.”