Mobile Groove

What do we really want from our branded, self-service mobile apps? The numbers tell a mixed story. Usage data shows we appreciate instant access to the companies we do business with via mobile apps aimed at taking the heavy lifting out of resolving customer service issues and questions. Meantime, a raft of reports suggests the appeal of instantly downloading the latest apps is losing its luster.

But rather than speculate about consumer attitudes toward customer service apps Nuance teamed up with Vocalabs to find out what consumers really think about their self-service apps. The findings are a wake up call for companies everywhere.

From marketing and advertising, to media and business, the impact of the always-connected, socially networked Digital Native on our society is profound. Michelle Manafy draws from her book Dancing With Digital Natives and personal observations to argue why the rise of Millennials forces a massive rethink of all systems based on command-and-control. Timed to this must-read BBC series on the Future of Work the key message in Michelle’s work comes through loud and clear: The future model for everything (including work) is coordinate-and-cultivate. In this first column Michelle connects the dots in key data points to provide organizations advice on how they can motivate Millennials to deliver their best.

***

Businesses need to stay in step with Digital Natives. Yet it can be a struggle to choreograph an elegant dance when Millennials don’t lead or follow in the “traditional” way.