A few months back the Golden State Warriors launched their iPhone app and quietly ushered in a new era of mobility for the Warriors fan. The fan’s connection to the team now extends beyond the game and brings a higher level experience that includes special offers, exclusive content and interaction around polls and social media.
More than just functionality for the fan, the app allows the team to study every connection point with a customer and better understand what interactions work well and what needs to be fixed. This has enormous implications.
This could never happen without mobility as the way to stay in touch anywhere and everywhere, not just at a desk or at the game. The fan carries their passion for the team everywhere. Literally.
Stretching outside sports
It isn’t a big stretch to think of a sports team this way, as they’ve been playing for the arena, the TV audience and anyone wearing a jersey to the grocery store. Sports are inherently social. We love to argue, agree and share the joy and pain when they win or lose.
What is different, though, is the idea that every organization on the planet is a social network, and increasingly, everyone on the planet carries the ability to communicate across that network at any moment in time. Every interaction can likewise be studied and understood (for those who realize and adapt). It will soon be just something that has to be done to survive.
I worked from our Palo Alto office last week and I checked in on Facebook from there, complete with a picture of the sign. That went out to my 676 followers and potentially anyone they know. The ripple effect of mobile plus social is enormous. Our mobile devices are the ever-present stone dropping in the water.
Companies that realize this will surge forward in understanding, anticipating and acting on opportunities to better connect, increase revenue and significantly impact customer service.
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