Using Mobile Phones to Capture Customer Experiences

by Emma Macdonald, Hugh Wilson, and Umut Konus, The Conversation Blog, Harvard Business Review, May 5, 2011

How well do you know your customers? … While you can’t get that close to your customer, their mobile phones can. What if you could appropriate the phone to provide real-time updates on the customer’s behaviors, perceptions, and emotions? This is just what companies — from Coca-Cola to LG Electronics and Unilever — are doing by using a real-time experience tracking approach. …

For full text of the article  via Using Mobile Phones to Capture Customer Experiences – Emma Macdonald, Hugh Wilson, and Umut Konus – The Conversation – Harvard Business Review.

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One response to “Using Mobile Phones to Capture Customer Experiences”

  1. Sarah Jane says :

    I can’t believe how many smartphone apps I’m seeing used in retail by both store employees and customers. Smartphones really are revolutionizing portability and ease of access to information.

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