Thanks to mobile devices, we can quickly and easily find things around us.
Turning to our smartphones when we need something has become a reflex. As a result, the consumer journey looks markedly different than it did only five years ago.
Searches specific to location when we are trying to find something nearby. Words like "near me," "closest," and "nearby" are increasingly common across the billions of queries on Google.
"Near me" searches are more common when people travel. They're also more common when people step outside their usual workday routines.
4 points of reflection
In my store/reception what does having a smartphone allow customer to do that they couldn't before?
How can I be there at the time people are looking for my help?
Are you featuring user relevant information such as activities and news on your site?
Are you measuring the impact on traffic and results from digital interactions?
Customer care management training