Before you began reading this article, chances are that you have checked your smartphone or tablet numerous times, if not, too many to admit. Throw your guilt out the window and come to terms with the facts: smartphone user growth, although slowing, gradually increased 20% from 2009 to 2013. Furthermore, growth in mobile traffic has been clocked in at an accelerating 81%, while in 2014, 25% of total web usage has come from mobile device access versus 14% in 2013 (globally). If you are not yet convinced of mobile engagement potential, consider tablets, a market still in its early stages that has been growing more rapidly than PCs or notebooks ever have, experiencing a 52% unit spike from 2010 until present.
It is important to ask why and how this is happening in order to be able to constructively react to the trends. Humans are impatient; we want more for less and often seek the path of least resistance, developing efficient strategies to conquer our goals. This characteristic encourages a proactive, innovative, and cost-effective nature. Mobile engagement is the modern day culmination of that exact nature. There exist applications/platforms developed for practically every aspect of life that operate through a friendly user interface. The simplicity of the UI is critical. It provides instant gratification while the particular application/platform feeds on the user-generated data. The next question is, of course, how can we intelligently interpret this data.
As an example, in industries that heavily depend upon customer satisfaction, such as the multifamily industry, accurately interpreting resident feedback is pivotal validation of resident experience. Considering that computing, storage, bandwidth, and smartphone costs are declining due to competition, there should be no reason why business transparency is not optimized to achieve high resident satisfaction rates. Through transparency, communication between residents, management, and service staff becomes easy, driving positive results and yielding approving satisfaction.
Accuracy and frequency go hand in hand. When measuring a variable, we can draw the most correct conclusions with increased frequency of measure. When working with resident satisfaction, it is critical to not only consider accuracy and frequency but also recognize the impact of mobility. Hence, the crucial ingredient: real-time capability. Combining data from maintenance teams and real-time resident reviews produces trends that allow for swift resolution of issues affecting properties while gauging resident approval. Enabling staff with the potential to organize and accomplish their work anywhere and anytime while on the job with a mobile platform solution is not only simple, but also necessary, if your business wants to stay competitive and rank prominently in resident satisfaction.
About the author
Anton Razanav is a Marketing specialist at ComVibe. ComVibe has effectively tamed real-time data collection and developed a solution for interactively engaging residents in the improvement and upkeep of their property while organizing and empowering maintenance crews and management with tools that promote professionalism and the maximization of staff potential. Their mobile, multiplatform system offers a simple and transparent user-friendly interface, actively connecting resident to maintenance workers while sustaining direct communication from start to finish of a particular task.
All facts and figures gathered from:
Meeker, Mary. (2014). Internet trends 2014 – code conference [PowerPoint slides]. Retrieved from www.kpcb.com/internet-trends