This document discusses success factors for customer experience in the mobile age (MobileAGE). It identifies five key success factors: being emotional, viral, sharable, casual, and personal. The document provides background on the MobileAGE phenomenon, noting that mobile usage is widespread, especially among younger generations. It discusses how companies can engage mobile customers through mobile-friendly websites, click-to-call functions, location-based services, apps, and QR codes. The conclusion emphasizes that customer experience must consider the mobile context to succeed in engaging younger generations of mobile customers.

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Success Factors of Customer ExperienceSuccess Factors of Customer Experience
in MobileAGEin MobileAGE
吸引吸引 M-M- 世代顧客體驗服務的成功要素世代顧客體驗服務的成功要素
Matthew KwanMatthew Kwan
Principal Consultant, AdamsPrincipal Consultant, Adams
August 6, 2014August 6, 2014
香港中小企資源服務網 : 中小企智營講座系列：突圍 M- 世代客戶體驗

2. DISCLAIMER
Copyright © 2014.
Adams Company Limited
No part of this presentation is allowed
to circulate publicly.
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4. MobileAGEMobileAGE
PhenomenonPhenomenon
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Picture from :Picture from :
http://www.scmp.com/sites/default/files/styles/980w/public/2014/06/15/502f0c2911edbahttp://www.scmp.com/sites/default/files/styles/980w/public/2014/06/15/502f0c2911edba
23d6c13536c0dff950.jpg?itok=kWe_mHUp23d6c13536c0dff950.jpg?itok=kWe_mHUp
HK Topped Asia in Mobile UsageHK Topped Asia in Mobile Usage
Source: http://www.scmp.com/news/hong-kong/article/1298330/hong-
kong-smartphone-use-doubles-two-years

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Source on 2014-03-12: http://en.prnasia.com/story/94248-0.shtml
https://www.comscore.com/Insights/Blog/Mobile-Device-Usage-Singapore-vs-Hong-
Kong#imageview[singapore_vs_hongkong]/1/
Picture Source: http://www.sumomag.at/wp-content/uploads/2013/12/apps1.jpg

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7. Can you be
contacted on
Mobile??
Copyright © 2014. Matthew Kwan. All rights reserved. HSMC BJC3213 Digital PR 7

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*All names & brands are property of their respective owners*All names & brands are property of their respective owners

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http://www.webgranth.com/wp-content/uploads/2013/02/Take-a-Sip-of-QR-Code-Coffee.jpg Picture Source: http://qranywhere.blogspot.hk/2010/04/iron-man-2-staring-qr-codes.html

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The Battle of MobileAGE!
From 4 to 10 inches

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Mobile Ready (Finger Friendly) WebsiteMobile Ready (Finger Friendly) Website

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Click to CallClick to Call
Site LinksSite Links
LocationalLocational
App DowloadApp Dowload

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Emotional
Viral
Sharable
Casual
Personal
5Success
Factors
5Success
Factors

16. Thank you!
We look forward to collaborating with you
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