On the mobile web, brands can’t rest on their laurels for loyalty
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If a customer’s at a bricks and mortar store and the service is a little slow or the card machine doesn’t work, most of the time they’ll probably accept it. They’ve already made the effort to go all the way to the store, and a few more seconds waiting around isn’t likely to hurt.
If they’re on a mobile device, however, and the m-commerce app times out or the site is a little slow, then patience is a virtue which most customers don’t have....