You may not even own a Smartphone but it’s time you start listening for the call. “Mobile” is what communication, connectivity and frankly, customer satisfaction is demanding. Mobile is here—and it’s changing the business landscape. Have you noticed that each significant new technology that gets ushered into our lives does so ever more briskly than the last? Given what I have seen in my research on the subject recently, you’d think Mobile was moving in at the speed of sound. I uncovered so much news of innovation and experimentation with mobile technology that I struggled with where to begin. Clearly, we would be remiss to ignore the subject merely for lack of perceived relevance or measurable impact at the present moment. The innovation is inspirational but I knew we had to start with the first step. So here is a brief but big picture view of the Mobile opportunity as it appears right now. Put another way, I’m just scratching the surface.
In any new frontier you have to find your own way. You have to find the relevance to your own business strategy and try to imagine the potential industry-changing advancements and your role in it.
The upshot is robust:
- At minimum there will be opportunity in the form of process efficiencies (monitoring and control, etc.) and; in your ability to satisfy unmet customer need (engagement, transparency, etc.)
- “Mobile” is still an early wave that’s relatively easy to mount (start with a Smartphone). Small business managers will be wise to catch it and ride in on it
- If you’re currently using a Smartphone—even if just for pleasure—you’re in the game. But don’t relax—experiment
- Mobile technology will bridge the gap between reality and perception (mobile devices enable [easier] communication and transfer of information thus they’re an ideal venue for the cultivation of relationships with customers and prospects)
Finally,
- Mobile inherently provides a compelling bridge to a future dominated by the >http://www.youtube.com/watch?v=sfEbMV295Kk(link is an IBM commercial you might find entertaining (if the link fails here is the direct URL: >http://www.youtube.com/watch?v=sfEbMV295Kk<—thank you IBM)
The Swiss Army Knife of the 21st century
Smartphones represent the convergence of many different kinds of services into one big lump—utility like no other device ever conceived. And, they are becoming ubiquitous. According to Gartner Research “by 2013, more people will access websites through mobile phones than through desktop computers.” The researchers also assert “mobile devices represent the most significant evolution in user interactions since the mouse.” Looking ahead to 2014, Gartner also estimates that 3 billion of the world’s adult population will be able to conduct transactions via mobile or Internet technology.
Mobile has efficiency built into it
In lean production, information is paramount. Both you and your customer have a vested interest in optimizing flow and conserving resources. Mobile technology is already providing ways information could be shared more efficiently in your process. As well, real-time intelligence (including data, pictures, diagrams and video) could help you and your customer make better decisions on the fly—together—whether everybody’s in town or not. The customer of the future is looking for engagement to reduce (his) stress levels. If nothing else it offers a sense of security and transparency that customers will be willing to pay more for.
Mobile connects dots we didn’t even see before
In the not-so-distant future you will enter the hospital emergency room with a lot less stress. You’ll know that your doctor will have all the facts because he can easily access your complete personal, medical, health record or EHR (electronic health record). The EHR will reside in a Cloud and it will be accessed from a handheld mobile device at bedside. Updates will be posted and potentially life-saving information will be made instantly available to an anesthesiologist or other specialist later on in the process. That’s high value delivered to the customer. And trust in the technology.
On the cusp of some entirely new opportunities for coatings suppliers
I could leave the house without my wallet in the morning but I’d be turning donuts to get back if I’d left my Smartphone. It’s become a kind of a sick dependence. But it connects me, keeps me on schedule and, increasingly, it informs my every move. I feel secure with it and lost without it. I’m hardly alone on this matter and that’s why it’s so easy to envision a future with more mobile connectedness.
Do you still question Mobile’s relevance to your coatings business? We’ll get into some tactical ways you can start mobilizing your coatings business in the near future. Stay tuned.
INSIGHT:
Mobile technology is like the Internet itself, touching every conceivable market narrow and wide. But like a website or anything else that is customer facing, start by understanding (not asking) your customers’ needs and move forward gradually with their priorities in mind. Ignore “Mobile” at your own peril.
I welcome your comments, questions or more discussion.
Image on Smartphone screen above: Courtesy IBM, “The Internet of Things”