How cell phones can change your business

Written on May 26, 2016

By Jessica Salerno, OSCPA content manager

Scott Wiley, CAEThinking with a mobile mindset could be the key to advancing your business in the future. Our cell phones have dramatically changed what we expect out of technology and businesses, a point highlighted last week at the American Society of Association Executives Foundation’s Research Road Show in Columbus.

The event was hosted by OSCPA President and CEO Scott Wiley, CAE, who is also chair of the ASAE Foundation Board of Directors.

Reggie Henry, chief information officer at the ASAE presented "Harnessing Technology Trends for Success," and summarized the findings of the first phase of ASAE Foundation’s Technology Success Study. Henry pointed out that the cell phone has changed our perception of what technology should be able to do, and we are no longer chained to desktops or laptops to fulfill our needs.

Findings from the ASAE study included the importance of having IT leadership in the room during strategy discussions, the shift toward IT decision-makers entrusting external vendors to handle operational tasks and overall optimism toward technology, with some hesitance toward integration.

“We’re in a digital economy and there is disruption everywhere you look,” Henry said.

Because today’s customers assess the value of your services based on your ability to integrate into their digital world, responding to them when they reach out to you in their “moment of need” is crucial. Henry highlighted the Google study, “Micro-Moments: Your Guide to Winning the Shift to Mobile,” which covers the importance of addressing customer issues during their moments of need, meaning anything from a general knowledge-based question to an action oriented one.

So what does this mean for companies looking to position themselves as mobile forward? Henry urged attendees to consider the customer journey. Find the customer’s pain points and how your mobile technology can solve them.

Henry emphasized the importance of using mobile to your company’s advantage, and to think about serving your customer rather than selling them.

“We all have a digital reflex,” Henry said. “Think about their moment of need, not your moment of sell.”

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