Steve Shivers, co-founder and chief executive officer of doxo, agreed that businesses should be moving to mobile-first because customers already are.
“Mobile-first means changing the metrics,” Shivers told CMO.com. “In many cases it means prioritizing spontaneous interaction, with less forethought required. It means cutting the effort of interaction so your audience will engage more. Brevity of engagement is now a positive–it demonstrates that you’ve cut your cost of engagement. And it means creating new interactions, leveraging the fact that your customers use their smartphone instantly, in any context, to find info, resolve problems, make decisions or act on impulses.”