Customer dialog in a mobile channel

10 years ago the service industry faced the challenge that their service encounters were moving from a traditional face-to-face encounter to a technology-mediated encounter (Internet). Now 10 years later the service industry is facing again a challenge as customers are engaging more and more with the service provider through a mobile application than the “normal” web. What does this mean for the customer dialog? Is the customer dialog subjected by treats of the mobile world? Are customer dialogs still important in a mobile environment? Is there a customer satisfaction and customer relationship management risk; now all traffic is moving from the web to mobile? All good questions, I think. Continue reading