The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right

There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU). Of course, the number can be misleading, given that many people in developed regions have multiple devices, while others still do not have access. Even so, the proliferation of mobile, growing percentage of the world’s population that has a device, and prevalence of smartphones (at close to 3 billion) represent stunning social and technological developments.

The impact on sales alone—never mind all the ways service is delivered—is eye–popping. Goldman Sachs estimates that through 2015, 686 million consumers around the globe…read more.

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